Job Description for team lead
- Experience Required: 5-8 Years
- Job Location: Mumbai
DESCRIPTION:
As a Team Lead in Knowledge Process Outsourcing, you will play a crucial role in managing and leading a team of professionals to achieve operational excellence. This position requires a combination of strong leadership skills, in-depth knowledge of KPO processes, and the ability to collaborate effectively with team members and other stakeholders.
SKILLS AND EXPERIENCE:
- Bachelor’s degree in a relevant field; additional qualifications or certifications related to KPO are advantageous.
- Proven experience in a leadership role within a KPO environment.
- Strong understanding of KPO processes, industry trends, and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to motivate and inspire team members to achieve high performance.
- Detail-oriented with a focus on delivering quality results.
RESPONSIBILITIES:
- Team Management:
- Lead and supervise a team of KPO professionals, providing guidance, coaching, and support to ensure individual and collective success.
- Foster a positive and collaborative team culture, promoting open communication and knowledge sharing.
- Operational Oversight:
- Coordinate day-to-day operations, ensuring tasks are assigned, monitored, and completed within established timelines.
- Work closely with team members to resolve challenges and address any issues that may impact service delivery.
- Performance Monitoring:
- Establish and monitor key performance indicators (KPIs) for team members, ensuring they meet or exceed performance targets.
- Conduct regular performance reviews, providing constructive feedback and identifying areas for improvement.
- Shift Management:
- Develop and implement effective shift schedules to ensure 24/7 coverage, meeting client service level agreements (SLAs).
- Address staffing needs, including scheduling adjustments and coordinating coverage during peak periods or unforeseen events.
- Attendance Management:
- Monitor and manage team members’ attendance, ensuring compliance with company policies and procedures.
- Address attendance-related issues promptly and implement corrective measures as necessary.
- Oversee the accurate and timely processing of team members’ attendance, collaborating with the HR and finance departments for salary processing.
- Training and Development:
- Identify training needs and facilitate skill development programs to enhance the team’s capabilities.
- Promote a continuous learning environment, keeping the team updated on industry trends and best practices.
- Quality Assurance:
- Implement and maintain quality control measures to ensure the accuracy and reliability of work produced by the team.
- Conduct regular quality audits and provide feedback for improvement.
- Client Interaction:
- Serve as a point of contact between the team and clients, addressing client queries and ensuring a high level of customer satisfaction.
- Collaborate with clients to understand their evolving requirements and relay feedback to the team.
- Process Improvement:
- Identify opportunities for process optimization and efficiency improvements within the team.
- Implement best practices and contribute to the continuous improvement of KPO processes.
- Collaboration:
- Collaborate with cross-functional teams, fostering positive working relationships with other departments to achieve common goals.
- Communicate effectively with management, sharing updates on team performance and challenges.
- Deadline Management:
- Manage design projects efficiently, adhering to timelines and delivering high-quality designs within specified deadlines.
- Prioritize tasks based on project requirements and deadlines.