Group Lead - International Data, Bangalore

Data Analytics
Job Location: 
Think Strategic Big Picture Perspective:
  • Demonstrates a vision for immediate team
  • Is able to understand the impact of team’s performance on the process goals Prioritizes work in alignment with Team’s goals, and acts accordingly
Business Acumen
  • Has a sound understanding of policy, procedures and regulatory compliance enough to guide others
  • Able to interpret metrics / data
  • Makes suggestions to improve productivity
Drive Results Planning & Organizing:
  • Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team
  Directing & Monitoring:
  • To manage the day to-day operations with a team of Associates and meet the required service levels, quality and productivity
  • Ensure all Company policies and procedures are implemented consistently and fairly.
  • Gauge Roles & Responsibilities & Calibrate with team members to ensure variance is below the desired level of acceptance
  • Analysing team performance; identifying plans for improvements; and maintaining a track of the same.
  • Regular Client interactions
Problem Solving & Decision making
  • Ability to look for alternative solutions for problems identified; Takes decisions
  • based on logical reasoning and relevant information
Partner with Customers Relationship Building
  • Acts as a point of contact for the resolution of escalations, enquiries and complaints from external and internal customers.
Passion for excellence
  • Devise and deliver solutions to enhance Quality of Service and to prevent future problems. Track and analyze the trends in customer service requests and generate statistical reports.
  • Transaction monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every transaction.  
  • Work very closely with team members to solve customer problems
Lead People Managing Self
  • Ability to multi-task and conduct business training (pre-process & process), handle quality & MIS
  • Work with Supervisor in effective planning of manpower.
  • Identify probable attrition and take measures towards retention
  • Attrition and Absenteeism Management
  • Assumes responsibility for work activities and coordinating efforts
Inspiring others / Managing teams
  • Managing an average team size of 15-20 members
  • Approachable and supportive towards the team. Should have the ability to motivate the team in the right direction to achieve the targets
  • Conducting performance appraisal for the team
  • Regularly organizing huddles to update the product & process changes.
  • Courteous and professional behavior towards supervisor, peers & subordinates
  • Conducting regular meetings with the team members
  • Good telephone etiquette 
  • Has the potential to gain trust and rapport building
Desired Knowledge, skills and attitudes
  • Active listening skills
  • Analytical and problem solving skills
  • Goal setting
  • Knowledge of MS-Office
  • Awareness of ISO and ISMS 
  • Change orientation
  • Knowledge of MS-Office
  • Change orientation
  • Possess integrity, enthusiasm and be loyal to organization
  • Good written and verbal communication skill
  • Conflict resolution        
  • Mentoring and coaching
  • Possess the ability to handle grievances 
Desired qualifications 
  • Graduate/Undergraduates
  • Proficiency in English
Desired years of Experience
  • Minimum 1year of experience in BPO process.
Internal Customers
  • Operations 
External customers