Key Job outcomes:

Develop a high performing workforce
Cost management
Optimal utilization of resources
Operational strategizing
Process defining, implementing and monitoring
Long-term planning including an initiative geared approach towards operational excellence
Identifying training needs
Act as a liaison between the MRT Routing & Support LOB & other LOBs
Risk management
Breaking down silos to create integrated processes
Define and document customer business functions and processes
To act as a liaison between departmental end-users, Team Members, Stakeholders in the analysis design to ensure optimal operational performance
Ensure effective allocation and utilization of resources across the team
Conduct coaching sessions with the team focusing both on tasks and behavioral issues
Oversee/Review Work Force Management
Staffing Requirement
Shift Management
Measure performance of the team against SLAs and KPIs
Motivate and coach the team towards achieving goals
Formulate long term plans for the development of the team
Conduct coaching sessions with the team and SMEs focusing both on tasks and behavioral issues
Create and maintain a culture of empowerment and professionalism within the team
Keep the team informed of strategic developments within the business area
Measure performance of the team against SLAs and KPIs
Motivate and coach the team towards achieving goals
Formulate long term plans for the development of the team
Conduct coaching sessions with the team focusing both on tasks and behavioral issues
Create and maintain a culture of empowerment and professionalism within the team
Keep the team informed of strategic developments within the business area
Salary: Not Disclosed by Recruiter
Industry:BPO / Call Centre / ITES
Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category:Voice
Role:Team Leader -(NonTechnical)
Keywords:Operations,Team Leading,Cost Management,Shift Management,Operational Excellence,Workforce Management,Risk Management,Training Needs,Coaching.