Job Description

Lead a team span of 14 - 20 associates Direct all activities in the department Consistently reach business-defined performance indicators with urgency and commitment Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost) Conduct regular process reviews to identify improvements Motivate employee performance and continuously develop talent though encouragement, feedback and coaching Serve as a role model in a culture of accountability, integrity and respect Promote an environment of open communication Management Skills: Takes immediate and independent action to resolve issues or problems when they arise Ability to make sound decisions that reflect good judgment . Exceptional performance management abilities Ability to collaborate, build relationships and work across the organization in a multisite matrix operations environment Ability to plan for projects and initiatives by identifying risks and assumptions Superior execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planning Ability to probe beyond symptoms to determine the underlying causes of problems Education and Experience: Preferably have a bachelor\'s degree or equivalent experience Preferably 4+ years\' experience in BPO. ( 1+years of FLM experience is a must if applying for L5) Chat operations experience is a plusfor contact center requirement Analytical skills - Ability to measure and monitor KPIs, set SMART goals, Coaching needs, identify trends, track productivity, accuracy etc Audit and Compliance - Ability to identify and mitigate emerging risks Excellent communication skills (written, verbal and interpersonal) . Familiarity and understanding of financial industry preferred Extremely organized. Strong multitasking and time-management skills A demonstrated passion for learning and developing employees at all levels Preferences: Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation Must possess good analytical skills Dependable with proficient attention to detail Must possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established Must be goal oriented Preferred Personal Attributes: Highly motivated & self-driven Result orientated Customer orientated Analytical thinking Shift of operations: US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week.

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