Operations Lead- Contact Centre/ BPO /Call centre

POSITION: - Team Leader - Operations

LOCATION: - Chennai, India

JOB PROFILE:-

• Educate/Remind & Review their respective team/individuals on their KRA goals & targets.
• Share Engineer Scorecard within the team and enable individual awareness on their KRA goals, targets and their current stand.
• Arrange for team meetings and discuss operational issues and ways to achieve operational excellence.
• Manage team’s KRA goals and target achievement.
• Take ownership of cases – political or technical, keeping track & following up on escalated cases.
• Ensure progress of cases through backlog review.
• Notify/discuss with manager on cases that require technical assistance or which needs to be managed politically.
• Identify Knowledgebase availability & create/publish new Knowledge Base Articles.
• Jointly responsible, along with the manager, to identify candidates for PIP and plan for...