Job Description

Mumbai OPI Operator Team LeadLocation: MumbaiSummary: The Operator Team Lead is a supervisory position with multiple functions. When working as an operator, they will connect customer requests to the appropriate interpreters during periods of peak volume. The team lead will assist with tasks such as fulfilling scheduled telephonic requests with the appropriate level of interpreter, sending written confirmations to customer points of contact, assisting with correspondence to interpreters, assume responsibility for supervision of a team of OPI operators located in Mumbai, and other tasks as required.Once the candidate completes training, they should follow local HR policies for remote work and/or work from within the Mumbai office. The necessary equipment includes note pads, writing utensils, dedicated landline and headset/telephone, computer, and highspeed internet with the ability to hard wire into a modem (download and upload speed of at least 10 MB). Candidates must also be able to report to the office to finish their shift in the event of a power/internet outage that makes it difficult to work from home.This position will need to support both local Mumbai and U.S. business hours by working 12:30p.m.-9:30p.m. local time/3:00a.m.-12:00 p.m. EST, Monday-Friday.Responsibilities:Provide operator support by connecting inbound customer calls to the appropriate interpreter and assisting with other admin duties as neededAssist with creating requests and sourcing interpreters for scheduled telephonic calls; training team members on fulfillment of scheduled calls.Follow all scripting for operators as set forth by management; employing excellent customer service and communication skills while maintaining professional demeanorEnsure all operators adhere to daily and Work from Home schedules, approve timesheets and requests for time off from team members.Assist with setting goals for team, conducting quarterly and end of year performance reviewsAssist with operator questions about scheduling, office procedures, client success tipsHold regular team meetings to discuss local office issues or conduct knowledge sharesAssist with interviewing and hiring new recruits, conducting onboarding and training of new hires to include setting the training agenda, leading training sessions, and ensuring the agenda is covered.Assist operators with troubleshooting of telephony platform, call flow, and database related issues; relay technical problems with Voice Portal to the development team as neededMonitor and report on metrics of team members on bi-weekly/monthly basisMeet regularly with your team to review metrics, performance on quarterly and yearly goals.Work with other departments for timely completion of tasks and to ensure division goals are met.Assist with conflict resolution amongst team members when needed escalating issues to management and HR when appropriateHold regular team-building activities to keep the team engaged and motivatedOther duties as assignedRequirements:3 years + of experience in the language services/call center industryAbility/willingness to work some Mumbai holidays if requestedMust be able to attend to multiple tasks in a high-pressure environmentMust be able to work independently and be reliableAbility to achieve monthly utilization benchmarksExcellent verbal/written communication skills in EnglishSuperior customer service skills and professional demeanorPossess an attention to detailComputer literacy including ability to use the Microsoft Office suite, Chrome, Mozilla, and IECandidate should be able to learn new technology at an accelerated paceEducation:BA/BS Degree in business, languages, translation, interpretation, or related fields preferred

Lionbridge Technologies