Sr. Team Leader Operations for a Premium Technical Process

Street Hulchal Placement Consultancy
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Job Overview

Hiring:- &nbsp Sr. Team Leader Operations for a Premium Technical Process Location,
Pune&nbsp Dimension & Scope:-&nbsp This position is responsible for supporting; coaching; developing and supervising a group of employees in a Service Center/Operations environment.&nbsp,Principal Duties and Responsibilities:&nbsp Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.&nbsp.Monitor and take action on TKS, personnel and payroll issues.&nbsp,Conduct performance appraisals annually.&nbsp,Review Convergys compliance documents as required.&nbsp,Responsible for staffing and hiring.&nbsp,Maintain current employee records on direct reports.&nbsp,Review CMS statistics on a daily basis and provide constructive feedback.&nbsp,Provide Subject Matter Expertise.&nbsp,Ensure training needs of subordinates are met.&nbsp Modify Operations as needed to meet service level agreements under supervision of Operations Manager.&nbsp,Successfully complete all client related training.&nbsp,Resolve escalated customer issues.&nbsp,Hold team meetings on a regular basis with direct reports.&nbsp,Communicate all process and client changes to direct reports within specific timeliness&nbsp,Promote the use of all center communication tools.&nbsp,Responsible for day-to-day functional supervision of nonexempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of the work group(s) in accordance with the organizations policies and applicable legal requirements.&nbsp,Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization.&nbsp ,Ability to demonstrate innovation and good judgment/problem solving skills when making decisions.&nbsp,Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.&nbsp,Ability to coach develops action plans, which maximize performance and provide effective feedback.&nbsp ,Proven ability to analyze and improve work processes and policies&nbsp,Excellent customer service/support skills, an ability to work well under pressure, professional demeanor and strong written and oral communication skills. 
Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel
Candidate Profile Bachelors degree or equivalent with 6 or more years of related work experience.
Candidate should be an existing team leader for at least 1 year. 
Should have exhaustive experience in driving customer satisfaction related deliverables 

Should have experience in managing a team in an Inbound Technical process.Experience in a Business to Business process is preferable.Current team size should be minimum 15 associates.

Job Detail
  • Emailsonia.mishra@convergys.com
  • Phone Number8860634839
  • Offerd SalaryNegotiable
  • Career LevelExperience
  • Experience5 year - 10 year
  • GenderMale
  • INDUSTRYBPO , Call Centre , ITES
  • QualificationAny Post Graduate
Shortlist Never pay anyone for job application test or interview.