Senior Group Lead

Compest Solutions

roles and responsibilities:

• handle team of 3 supervisors (b1 & b2) who have 15 to 20 team members from general administration

point of view

• responsible for driving overall process performance on assigned kpis and manage slas.

• taking up projects for continuous process excellence and improvement.

meeting and exceeding process performance expectations

• people management and development

• attending internal and external calls for strong team calibration on common goals

• joining management in new hire process which includes driving internal referrals, taking interviews also

conduct r&r, fun activities and arrange for team engagement initiatives

• play the spoc role to coordinate with all support functions on any requirements

• client interactions, response to emails & rcas, review presentations

• staffing & scheduling in coordination with ops / wfm / mis

critical skills required:

• should have managed a team of 15-25 members for minimum 18 months. candidate with experience in

managing bigger team for more duration will get preferred.

• candidates with experience in managing quality team will be preferred. candidate should have proven track

of process quality and other kpi management.

• need basic knowledge of p&l, csat, manpower planning & scheduling

• should be a people's person and be approachable for any issues right from frontline to all supervisors in the

process.

• strong analytical ability along with a drive on operational efficiencies

• must have strong communication skills in english (written and verbal)

• Experience

  5 - 8 Years

• No. of Openings

  2

• Education

  B.A, B.Arch, B.E, B.Sc, M.Tech, M.Sc

• Role

  Bpo

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office