Team Lead Operation

Full Time
$25,907 - $29,440 Per Year
Open:50 days left
Title: Team Lead Operation - FULLTIME Location: Timisoara, Romania German or French language proficiency is a must Key responsibilities · To motivate, develop and mentor team members in a dynamically changing environment · Drive process performance to achieve and exceed SLA deliverables · Lead and deliver complex client engagements that help identify, design, and implement creative business solutions for the company · Provide excellent customer service and determine the needs of the client. · Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance · Manage Shrinkage, Productivity, and control attrition · Manage dips in performance with adequate reinforcement plans proactively · People management and associated responsibilities like performance and development management · Ability to communicate well and manage relationships with internal and external contacts · Manage & delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs · Understanding of processes run by team and ability to bring in improvements and efficiencies within operations · Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness · Conduct Team Huddles to discuss process updates, feedbacks, and key focus points for the day · Answer and manage client queries/complaints across LOBs, rectify issues, and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions · Able to mentor team in process & quality parameters · Perform Root Cause Analysis to identify key AFIs and create action plans/goals to improve · Create, Publish and Maintain operations related reports in a timely manner · Discover training needs and support in training to provide the necessary coaching on ground · Collaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance · Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI

Skills Required

Full Time
$25,907 - $29,440 Per Year