As we are urgent hiring for Senior Team Leader for Research Operation, please find the job responsibility as below :

Experience : 8 to 14 years

Shift Timing : 7:30 am to 3:30 pm

Working Days : Monday-Friday

Key responsibilities and accountabilities :

1. Team Management - Optimum Resource deployment.

2. Request management - Allocation of work, communication with clients.

3. Process Management - Service Delivery, Productivity; Capacity Utilization; Quality Dashboards.

4. Timely and Accurate MIS.

5. Confirmations, Appraisals & Employee development Plans.

6. Identifying Training.

7. Liaising with clients/Client interaction.

8. Manage and Inspire Team Results.

9. Responsible for various deliveries of results on key metrics, such as Volumes, Timeliness Quality.

10. Provide regular feedback related to daily performance, goal achievement and ensure schedule adherence.

11. Identify training needs for team and individuals through monitoring escalations and desk reviews.

12. Work with Managers to develop specific job aides as needs arise.

13. Regularly conduct/facilitate refresher training courses.

14. Annual appraisals and Employee Confirmations.

15. Making Weekly/ Monthly reports - Reporting Timely and Accurately.

16. Creating Backups for each Process.

17. Resolving Team / Process issues.

18. Managing Shifts - Attendance, Breaks, Daily Escalations and Leave Scheduling.

19. Constantly evaluating areas of Business Development Conducting Timely Team.

20. Meetings and Minutes of Meetings (Team Updates, Issues, Performance, Productivity).

Candidate Profile :

Must have :

- 7 to 15 years of experience working in BPO / KPO industry, having led a team with min 2 years experience in Standard Research would be preferred.

- Experience in Workflow allocation & Capacity Management.

- Experience in managing multiple complex projects.

- Possessing data analytical skills is desirable.

- Ability to work with colleagues from diverse geographies.

- Exposure to Lean principles or projects would be an added advantage.

Akansha
9250406615

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