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Responsibilities:

• Managing day-to-day Operations & team.
• Align staffing and scheduling to forecasted volumes
• Drive Performance - Team mentoring & coaching individual associates who may fall below desired performance
• Ensures that the transfer of activities/responsibilities are well planned, documented and implemented
• Provides guidance to the team members in relation to high complexity processes/programs
• Ensuring team’s adherence to agreed SLAs/KPIs/OPIs.
• First Level Escalation Management
• Ensures that the transfer of activities/responsibilities are well planned, documented and implemented

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Critical Skills

• Foreign languages skills:

• Advanced English language skills (written, reading and spoken)
• Advanced French language skills (written, reading and spoken)
• Communication skills – Strong verbal and written communication skills (R/W/S) to effectively interact with clients/end customer/end customer in above mentioned language.
• Problem-solving: Quickly and effectively resolving customer and team issues, handling escalated situations, and finding creative solutions.
• Empathy: Understanding and addressing the needs of both customers and team members
• Time & Resource Management: Efficiently managing time, resources, and tasks.
• Organizational Skills: Effectively managing workflows, schedules, and resources to ensure smooth daily operations and meet performance goals
• Data Analysis: Ability to make data-driven decisions by analyzing data to track performance and identifying trends
• Coaching and Mentoring: Ability to provide training and support team members, helping them improve their skills and performance.
• Performance management: Improving employee performance by setting clear expectations and providing ongoing feedback and development opportunities
• Behavioral Skills
• Highly self-motivated to deliver superior customer experience
• Integrity and desire to comply with all legal and moral standards
• Service and quality oriented
• Basic of MS office tools, outlook, internet
• Basic working knowledge on computer
• Experience in Medical Device BPO
• Overall experience of 2-4 years
• 1+ years of experience managing teams

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• Effective Team Management

• Resourcing

  • Hire adequate and right resources for the team 
• Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition 
  • Drive diversity in leadership positions

• Performance Management

  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team

• Employee Satisfaction and Engagement

  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team