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Senior TEAM LEAD - Technical Support

Bengaluru, KA
Job Code:
  • Miscellaneous
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Job Details

This position is responsible for supporting; coaching; developing and supervising a group of employees in a Service Center/Operations environment.Principal Duties and Responsibilities Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.Monitor and take action on TKS, personnel and payroll issues. Conduct performance appraisals annually.Review Companies compliance documents as required. Responsible for staffing and hiring.Maintain current employee records on direct reports. Review CMS statistics on a daily basis and provide constructive feedback.Provide Subject Matter Expertise. Ensure training needs of subordinates are met.Modify Operations as needed to meet service level agreements under supervision of Operations Manager. Successfully complete all client related training.Resolve escalated customer issues. Hold team meetings on a regular basis with direct reports.Communicate all process and client changes to direct reports within specific timeliness Promote the use of all center communication tools.Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements. Education & Professional CertificationsAssociates degree in related field or advanced vocational training with two to four years related experience; orBachelors degree or equivalent with three or more years of related work experience.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 6-11


Shift Supervision | Technical Process | Voice Process - Both BPO Type
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