Designation: Team Lead - Operations

Qualification: Graduate

Skills : Excellent + Hind(Mandatory)

Experience : Should have minimum 1yr Inbound Experience as a Team Leader

ROLES & RESPONSIBILITIES

a) Be in charge of running and managing the team on a daily basis

b) Set performance targets for all associates in the team to meet up with overall process objectives

c) Schedule and organize shift patterns for team members to ensure that the process is adequately staffed to meet the SLA's

d) Monitor calls of team members to ensure that due procedures and quality standards are strictly adhered to

e) Monitor all calls to ensure that due procedures and quality standards are strictly adhered to

f) Conduct regular review of all call center agents performance and organize training sessions for under performers

g) Submit regular reports to management and seek new ideas and strategies to improve performance at the center

h) Implementation or maintenance of IS infrastructure within the organization

i) Co-ordination/reporting of information security tasks

j) Setting up requirements of confidentiality documents

k) Membership in specialist committees

l) Owner of relevant assets, critical information

m) Definition of rules for use of assets

n) Conduct of risk assessments for assets

o) Definition of the corresponding levels of protection for assets

KRA

a) Productivity

b) Quality Improvement

c) Attrition

d) Shrinkage

Process Insights

Interested Candidates can walk-in directly for the F2F interview / Share the cv to jagadish.r@genisys-group.com