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Process Leader

Date:  Apr 9, 2025
Location: 

Mumbai, IN

Requisition ID:  13229
Description: 

Role: Team/Process Leader

Location: Mumbai

 

Responsibilities  

  • Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA. 

  • Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters. 

  • Floor walks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing. 

  • Strong organizational, planning and analytical skills. 

  • Basic arithmetic and statistical skills for analysis of data and generation of reports. 

  • Problem solving skills 

Key Performance Indicators 

  • Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances. 

  • Listens to calls and coaches the team to enhance performance. 

  • Monitors the Chats/ calls taken by the associates and provides them feedback. 

  • Interacts with the quality team to seek feedback on the team’s performance and team quality scores. 

  • Conducts monthly and confirmation appraisals for the associates by the 7th of each month and provide them feedback. 

  • Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work 

  • related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism. 

  • Organizes training program for the associates. 

  • Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements. 

  • Holds team briefing and de- briefings before and after each shift. 

  • Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs. 

  • Initiates and administers the rewards and recognition program for the team. 

  • Organizes the monthly team outings in coordination with the associates and the team members. 

Qualification & Experience 

Critical: 12-18 months of team leading experience into a BPO preferably  

Undergraduate/Graduate  

  

Know How 

Critical: Good written and verbal communication skills & team management skills. 

Mentoring, motivating skills and Coaching skills 

  

Personal Attributes/Traits  

  • Consultative 

  • Socially confident  

  • Achievement oriented  

  • Decisive and action oriented  

  • Creative  

  • Eager to learn  

  • Resilient  

Competencies  

•Business Foresight  

• Influencing Others  

• Fostering Partnerships with Customers  

• Managing Transformation  

• Driving Excellence  

• Leading Teams  

• Working Across Boundaries  

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