Team Leader – Operations 203 views

Tenure Eligibility

Tenure: Should have spent minimum of 9 months in the current role

Performance: Stack Score 1 and above in 6 Months out of 9 & should be rated 3 & above on a scale of 5

No Active PIP

Warning Letter 1 and Above

Should not be Serving Notice period

Roles & Responsibilities 

• Managing a team of 20 to 25 FTEs
• Client/Customer/People Management
• Drive Performance in the team to meet targets
• Manage the daily team activities and ensure the daily operations run smoothly.
• Drive Team adherence and manage monthly scheduling.
• Handling Escalations
• Manage key business metrics like SLAs and CSAT
• Run reports & conduct a thorough analysis of SLA misses.
• Drive Continuous Improvement in the team along with metrics improvement
• Generate dashboard and scorecards for the Team for review.
• Performance management and appraisals for the entire Team.
• Weekly Reviews to the Management on key deliverables.
• One-One with the team and scheduled Monthly Team meetings.
• Feedback and Coaching
• Knowledge management for the team and quality control
• Apply performance management strategies – action plans, BQ planning
• Responsible for people/employee career development

Generic & Behavioral Skills

• Excellent verbal and written communication skills.
• Should be willing to work in shifts along with the team in customer business time.
• Overall should be a good team player with a willingness to learn and drive to achieve.
• Practice and focused on Metrics.
• Good Excel skills and Reporting knowledge
• Should be able to drive Continuous Improvement in the process.
• Compliance – 100% IT-Sec and on time and accurate ILC clocking in last 6 months
• Awareness of SLA/SLO Metrics and should be flexible for 24*7 shifts.