Process Leader
- Firstsource
- 1 - 2 Years
- Mumbai
- 3 years ago
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Job Description
Process Leader- Leads a team of 12- 20 customer service associates and motivates them to achieve the team SLA.
- Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
- Floorwalks regularly for at least 5 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers;
- ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
- Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
- Listens to calls and coaches the team to enhance performance.
- Monitors the calls taken by the associates and provides them feedback.
- Interacts with the quality team to seek feedback on the team's performance and team quality scores.
- Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
- Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.
- Organizes training program for the associates.
- Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative
- requirements.
- Holds team briefing and de- briefings before and after each shift.
- Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
- Initiates and administers the rewards and recognition program for the team.
- Organizes the monthly team outings in coordination with the associates and the team members.
OTHER GENERIC DUTIES
Updates self regularly on the process changes, process manuals
Ensures safe handling of systems and equipment provided.
Undertakes yellow belt projects for self- development for any given issue.
DECISION MAKING / AUTHORITY
No independent Decision Making authority, but provides necessary inputs towards decision making by superior
KNOWLEDGE AND SKILLS (ESSENTIAL)
- Good written and verbal communication skills & team management skills.
- Mentoring, motivating skills and Coaching skills
- Strong organizational, planning and analytical skills.
- Basic arithmetic and statistical skills for analysis of data and generation of reports.
- EDUCATIONAL / PROFESSIONAL QUALIFICATIONS (ESSESNTIAL/DESIRED)
- Graduate / Undergraduates in any discipline
- 1-2 years of supervisory experience or 4-5 years of experience as an associate.
- Excellent knowledge of MS Office and especially Excel.
Qualifications
_Undergrad/Grad
Primary Location: India-Maharashtra-Mumbai
Work Locations: Mumbai - Paradigm
Job: Process Leader
Organization: ACM International - Offshore Operations-India
Employement Category:
Employement Type: Full timeIndustry: ITFunctional Area: Customer ServiceRole Category: Team LeaderRole/Responsibilies: Process LeaderContact Details:
Company: Firstsource solutionsLocation(s): Mumbai+ View Contact
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