Group Lead - International Voice, Bangalore

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   Accountability Analyzing 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. Also 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;  Work towards minimizing unscheduled absenteeism Desired Knowledge, skills and attitudes Good telephone etiquette Has the potential to gain trust and rapport building Active listening skills Analytical and problem solving skills Business email etiquette Goal setting Awareness of ISO and ISMS Knowledge of MS-Office Change orientation Posses integrity, enthusiasm and be loyal to organization Good written and verbal communication skills Conflict resolution Mentoring and coaching Possess the ability to handle grievances Desired qualification Graduate Proficiency in English   Desired years of experience Graduates + minimum  2 years of experience in BPO  Internal Customers Operations & Shared Services External Customers Client