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Team Lead ( Bpo / Kpo / Software Operations ) Jobs

I Tech Solutions Private Limited
Job Shared by MonsterIndia
Job Description
JD for Team Lead :
Team Leader Business Operations manages IT, KPO and Business Support personnel as well as service
partners to ensure that solutions and services are delivered to end customers on time and in line with
customer SLA, company policies and controls.
Professionally Qualified, Preferably - MBA with specialization in Operations Management
Last 5+ yrs in BPO Operations. Grown into a Leadership role €“ Team Leader
€ Strong business acumen
€ Entrepreneurial bent of mind
€ Strong experience in people management (50+ FTEs)
€ Vendor / Partner Management
€ Customer Management
€ Strong Functional/Domain experience
€ Operations Excellence (Metrics, Quality etc)
€ Thorough practical understanding of BPO / KPO Management €“ preferably with hands-on experience
in process transition
Core Values:
€ Integrity, Stewardship, Customer Focus, Eventually Head Entire Operations.
The ideal candidate:
€ Has a minimum of 2 years of Mid management experience, preferably with a solid understanding of
BPO / KPO processes (non-voice - Voice)
€ Has proven ability to lead, motivate and engage a diverse and large work force as well as to engage
and influence multiple stakeholders
€ Displays ability to develop, implement and track operational plans
€ Has strong change-management skills, envisioning and overcoming obstacles while ensuring benefits
are realized
Job Description Form
Making Business Easier
Global Port, First Floor
Near Pashan-Sus Expressway Link
Baner, Pune 411045. Maharashtra, India
(P) 91 206 673-1000 (F) 91 206 673-1010
(E) (W) India USA UK Germany
€ Has strong communication skills ensuring clear, direct and appropriate
communication at multiple organizational levels
€ Has proven ability to design and implement productivity and quality improvement programs
€ Has high result orientation, readiness to take challenges and ability to work under pressure to meet
€ Is enthusiastic, motivated, positive, results-focused with "CAN DO" attitude
€ Has strong analytics, ability to work with people to gather information and make formal / structured
presentation to management / customers
€ Demonstrate any applications to be deployed and educate customers on all features and functionality;
€ Use analytical and quality assurance tools (e.g. process diagrams) to identify customer problems,
gather supporting data, and recommend process improvements;
€ Analyze customer problems and call drivers in an effort to identify opportunities and more efficient
€ Analyze content and implement best practices for more effective searches, usability, and solution
€ Develop a growth strategy focused both on financial gain and customer satisfaction
€ Conduct research to identify new markets and customer needs
€ Arrange business meetings with prospective clients
€ Promote the company€™s products/services addressing or predicting clients€™ objectives
€ Prepare sales contracts ensuring adherence to law-established rules and guidelines
€ Keep records of sales, revenue, invoices etc.
€ Provide trustworthy feedback and support
€ Build long-term relationships with new and existing customers
€ Develop entry level staff into valuable workforce
€ Manage client deliverables through in-house resources and partners to meet or exceed Client SLA
€ Ensure adequate staffing in accordance with project plans
€ Review SLA delivery with clients and team leaders
€ Define integrated operational information to reflect ongoing progress.
€ Define appropriate controls on the process to ensure that business objectives are met
€ Understand complete operational decision-making impact and cost in delivery of the business
€ Carry out integrate planning and execution along with appropriate financial information to ensure that
operational leading indicators can be used to predictably deliver financial performance.
€ Liaise with client counterparts on process and metric related issues
€ Identify €˜areas of improvement€™ in the process and take measures to constantly improve the product /
team performance
Qualities Needed for This Jobs
Bpo, Voice Process, Call Center, International Call Center, Knowledge Process Outsourcing, Kpo, Technical Support Team Lead, Team Leader, Group Leader, Team Handling, Assistant Manager, Project Leader, Team Manager, Tl, Teamcoach
Candidate Profile
Team Leader Business Operations Manages It, Kpo And Business Support Personnel As Well As Service Partners To Ensure That Solutions And Services Are Delivered To End Customers On Time And In Line With Customer Sla, Company Policies And Controls.
Looking for Any Graduate / Post Graduate graduates profile.
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More Information
Location Mumbai,mumbai City,navi Mumbai,thane
Education Any Graduate / Post Graduate
Experience 4 (yrs)
Industry Computers / IT
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