Job Description

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. 
 

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Overall duty 
Is responsible for service delivery efficiency. He/She is responsible for managing a team together to ensure all client metrics are achieved. He/She is responsible for Process Level Compliance and drive process level projects and initiatives.

Detailed duties and responsibilities:
• Drive SLAs and team performance
• Escalate through the right channels and process to ensure the accountability on deliverables.
• Continuous improvement through learning and process understanding.
• To meet or exceed all delivery targets such as time lines, right first time activities.
• To act as a point of contact between the client, management and the team from a delivery perspective.
• To act and be accountable for all of the Process and Client Deliverables in the absence of a Manager.
• Manage a team of 20-25 members and ensure performance management is driven

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REQUIRED SKILLS

Technical skills
• Under Graduate OR Graduates in any field can apply. 
• Well versed with Microsoft applications, especially excel and power point
• Excellent Communication Skills (Verbal & Written)
• Knowledge of Client and end user requirement.
• Excellent knowledge of back office and the Order to Cash business with an understanding of the telecom domain.

Behavioral skills
•  Ability to work & communicate with people across organizational units. Service oriented and customer focused
• Ability to prioritize tasks appropriately.
• Ability to lead people on multi-functional efforts.
• Decision making skills.
• Leading by Example and ability to handle stressful situations.
• Expected to work closely with other Team Leaders on production floors for implementation of uniform compliance and delivery practices.
• To manage the incoming work volumes for all associated task of the role to ensure performance targets achieved.

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Required:

Preferred:
• Relevant experience in Sales Process.
• Proficiency in English

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