Team Lead-Operations (International Process) SpotShine Consulting
SpotShine Consulting
Office Location
Full Time
Experience: 2 - 2 years required
Pay:
Salary Information not included
Type: Full Time
Location: Noida
Skills: Team Leadership, Mentoring, Governance, Monitoring, Feedback, Audit, Compliance, Client Interaction, Performance Management, client representation, Process Improvement, Voice Process, Client handling, Customer Centric, Microsoft Excel, Microsoft Word, Motivation, Adherence to SLA, Expectation management, Dashboard Analysis, Client Calibration, Solution Centric
About SpotShine Consulting
Job Description
Role- Team Lead-Ops Location-Noida Shift- Rotational Shift Job Type- Full time-Work from office 5 days/week *Only those candidates will be considered who're presently working as a on paper team lead since minimum of 2 years in any international process** Roles & Responsibilities: To motivate, develop and mentor team members in a dynamically changing environment Ensure adherence to the process deliverable (SLA's) Governance on daily shrinkage and attrition Work closely with all support function teams. Monitor projects/transactions and provide qualitative/constructive feedback to the team members/SMEs. Perform regular audit checks on client defined compliance requirements Answer operations related queries from the client. Drive process performance to achieve and exceed SLA deliverable. To create a conducive and stimulating environment for the teams to accomplish their goals. Manage expectations of his/her team members and proactively should be able to sense their needs. Represent the organization and participate in client visits and reviews. Ability to drive process, performance & transformation Maintain delivery dashboards with analysis To be a part of the client calibration call to have better understanding of the process Minimum Qualifications: Channel Experience: Voice or Blended (International Process) Work Experience: Min 3 Years or more in an international process with minimum 2 years of experience in voice is required Exposure to Client Handling Attitude: Customer and Solution Centric, patient & empathetic, eye for detail Tool/Application Experience: Reasonable understanding of working Microsoft Excel and Microsoft Word,