Job Description

PRINCIPAL RESPONSIBLITIES:

As an FLM or Team Lead (TL), you lead and manage a team of production specialists in assigned queue/ process and build a healthy & productive work environment. You are responsible for meeting the assigned productivity and quality targets for the team, which includes driving performance through CPMs, quality, compliance metrics and employee’s engagement & retention. You also mentor and troubleshoot team issues as first level of escalation.

- Responsible for managing team of Production Specialist

- Responsible for responding back to the client and internal stakeholders in an efficient and professional manner

- Handles and resolves customer complaints- identify and escalate priority issues

- Build a strong personal customer rapport and establish engagement to drive positive customer experience

- Ensures compliance with all company and departmental policies, procedures, and guidelines

- Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization

- Identify coaching needs for the team members and providing required support and follow-up on a timely basis

- Data Analysis - Analysing data short-term long-term trends, report generation, graphical representation, business analytics report, management reports

- Data Reporting - Create and Maintain Location customer facing reports & Dashboards

- Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition

- Identify the challenges in meeting CPMs and work on action plan. Effectively communicate with Client / End Users

- Understands Quality Assurance from Operations perspective

- Understands vulnerabilities of products and services and works towards ZERO penalties

- Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement.

- Oversee the end-to-end management of the Quality Assurance Specialists team

- Ensure quality sampling targets (ISO) are met, systems and measures are robust. Collaborate with internal and external stakeholders to deliver to the business’ strategic plans in relation to quality improvement

- Act as the point person for escalations/queries around the remediation work Manage stakeholder expectations

CRITICAL SKILLS REQUIRED:

Must Have:

- Operating procedures

- Service Levels

- Process metrics

- Coaching Skills

- Eye for detail

- People Management and Performance Management

- Analytical Reasoning

- MIS awareness

- Escalation guidelines

- Regulatory requirements

- Proficient with MS Office (Word, Excel, PowerPoint)

Behavioural Skills and Attributes:

- Has the ability to make judgements based on practice and previous experience

- Excellent communication skills in order to provide client service

- Good listener and communicator who effectively conveys information verbally and in writing

- Strong interpersonal and people management skills

- Possess an ability to manage large and complex teams

- Be able to work and communicate with the people across organizational units, clients, Onshore counterparts, and other related teams

- Strong analytical skills with an ability to solve issues with a win-win negotiation approach

- Demonstrated and promote exceptional client service and the concept of clint delight

- Have an attitude to coach, groom, develop and mentor people

- Effectively plan leaves of the team ensuring business is not impacted

- Be a good decision maker