Team Leader - Operations

Desired Profile

5-7 years of overall post qualification experience in BPO/ITES sector, out of which at least
2 years should have been in Insurance Domain

At least 2 years experience as a Team leader in the BPO/ITES sector
Should have led and manged a team of 15+ direct reportees
Must have excellent verbal and written communication skills
Should have ability to read and decipher operational metrics
Should have strong supervisory skills
Should be structured, organized, and have ability to work in a dynamic fast-paced
environment

Prior experience handling new client/process transitions is a plus
Should be comfortable working in night shifts (US Shift)
Roles and Responsibilities

PEOPLE
o Managing availability on floor and ensuring that everyone adheres to their schedules
o Managing Team Performance – Productivity, Quality, Efficiency, Shrinkage & Attrition
o Training and development of team members by conducting team huddles, coaching
sessions, and recognising areas for improvement
o Setting clear goals and performance targets for all team members, aligned with overall
company objectives and process requirements
o Scheduling and organizing shift patterns for team members to ensure adequate
rotation and proper staffing to meet SLAs
o Create an inspiring team environment with an open communication culture

PROCESS
o Managing day-to-day planning and operations of the team
o Ensuring that every team member delivers per defined client Service Level Agreement
(SLA) and achieves their Key Performance Indicators (KPIs)
o Reviewing processes and making recommendations for improvement in overall
performance / CSAT; this includes ideas for continuous improvement
o Identifying additional training needs and bridging process gaps
o Providing floor support and handling escalations

CLIENT
o Enabling team to deliver a superior customer experience
o Leading & participating in weekly/monthly client meetings to build and maintain cordial
relationships with all client stakeholders
o Identifying ‘farming’ opportunities to ensure sustained growth of existing contracts
o Planning, coordinating, and delivering new client transitions seamlessly

Good communication is a must
5-7 years of overall experience with 1-2 years in Insurance
2 years experience as a TL handling at least 10-15 employees
Night shift is a must (5.30 pm to 2.30 am). Transportation available.
Job Type: Full-time

Salary: ₹1,000,000.00 - ₹1,500,000.00 per year

Ability to commute/relocate:

Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):

Do you have experience in US insurance?
Are you ready to work in night shift(5:30-2:30)?
How many years of experience as Team lead?
Notice period in days?
Experience:

total work: 5 years (Preferred)
Speak with the employer
+91-XXXXXXXXXX