Team Leader Inbound Job In Vibrantzz Management Services In Pune

Role Objective To plan resources and workflows in a manner that ensures that the team delivers service to the client within identified SLAs; to manage, develop and support a team comprising of Executives and/or Process Leaders and to interface & maintain close working relationships with the client and to initiate and participate in process improvement initiatives/projects JD Manage the Calls, Webchat and Email operations with the desired efficiency and effectiveness Ensure relevant processes are followed on the operational floor Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs Liaise with Business Planning & MI team where required for resource planning and optimum utilization; Manage and optimize workflows (pipeline and individual work queues) Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance; Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality; Execute any relevant business transformation activities within the team; Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills; Report on team performance, customer/client feedback and all daily operational activities; Liaise, coordinate and manage relationships with other departments and onshore teams; Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team; Co-ordinate with internal support functions to help resolve issues for the team; Participate in the recruitment process of new advisors; Implement the rewards and recognition program to motivate the team to perform better; Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders Has supervisory or people management responsibility, with a particular emphasis on maximizing the performance of those that work for them Prepare periodic and accurate MI reports for internal and external reporting purposes; Key Result Areas Service delivery by the team within the agreed SLA frameworks Ensure adherence to Standard Operating Principles Team attrition and other metrics to meet/exceed targets On-time and accurate reporting and sharing of process health Execution of business transformation activities within the team Process improvements, new business projects and other initiatives

Vibrantzz Management Services is looking for .

Vibrantzz Management Services is looking for Any Graduate / Post Graduate profile candidates.