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Group Lead - International Voice

Bengaluru, KA
Job Code:
  • Miscellaneous
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Job Details

Business AcumenHas a sound understanding of policy, procedures and regulatory compliance enough to guide othersAble to interpret metrics / dataMakes suggestions to improve productivityDrive ResultsPlanning & OrganizingMaintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the teamDirecting & MonitoringTo manage the day to-day operations with a team of Associates and meet the required service levels, quality and productivityEnsure all Company policies and procedures are implemented consistently and fairly.Gauge Roles & Responsibilities & Calibrate with team members to ensure variance is below the desired level of acceptanceAccountabilityAnalyzing team performance; identifying plans for improvements; and maintaining a track of the same.Regular Client interactionsProblem Solving & Decision makingAbility to look for alternative solutions for problems identified; Takes decisions based on logical reasoning and relevant informationPartner with CustomersRelationship Building Acts as a point of contact for the resolution of escalations, enquiries and complaints from external and internal customers.Passion for excellenceDevise and deliver solutions to enhance Quality of Service and to prevent future problems. Track and analyze the trends in customer service requests and generate statistical reports.Transaction monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every transaction. Work very closely with team members to solve customer problems.Lead PeopleManaging SelfAbility to multi-task and conduct business training (pre-process & process), handle quality & MIS Work with Supervisor in effective planning of manpower.Identify probable attrition and take measures towards retentionAttrition and Absenteeism ManagementAssumes responsibility for work activities and coordinating effortsInspiring others / Managing teams Managing an average team of 15-20 membersApproachable and supportive towards the team. Also should have the ability to motivate the team in the right direction to achieve the targetsConducting performance appraisal for the teamRegularly organizing huddles to update the product & process changes.Courteous and professional behavior towards supervisor, peers & subordinatesConducting regular meetings with the team members; Work towards minimizing unscheduled absenteeismDesired Knowledge, skills and attitudesGood telephone etiquetteHas the potential to gain trust and rapport buildingActive listening skillsAnalytical and problem solving skillsBusiness email etiquetteGoal settingAwareness of ISO and ISMSKnowledge of MS-OfficeChange orientationPosses integrity, enthusiasm and be loyal to organizationGood written and verbal communication skillsConflict resolutionMentoring and coachingPossess the ability to handle grievances
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: B.Sc. (Science)

Experience: 2-7


Quality Assurance | Quality Inspection | Six Sigma | Statistical Quality Control
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