Team Leader Operations
2 - 7 YearsBengaluru/Bangalore
Job Description
- To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivity
- Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team
- Ensure all Company policies and procedures are implemented consistently and fairly
- Managing an average team size of 20 members
- Need to be approachable and supportive towards the team. Also should have the ability to motivate the team in a right way to get the targets met
- Attrition and Absenteeism Management
- Conducting performance appraisal for the team
- Prepare Schedules for the teams and ensure attendance is marked before the end of day
- Compliance to login, log out & scheduled breaks of agents.
Company Profile
HGS is a world leader in Customer Relationship and Business Process Management. Our operational excellence, combined with functional expertise, has made us the - Preferred Partner- for most of our clients. A $450m global Business Process Outsourcing (BPO) solutions provider with market and delivery presence in USA, Canada, UK, Colombia, Jamaica, France, Germany, Netherlands, Italy, India and Philippines. HGS has grown 10 times in the last years and have deep domain expertise in providing BPO services to Healthcare, Telecom, Banking, Financial Services, Insurance, Consumer Goods and Consumer Electronics sectors amongst others. In pursuing its next milestone of $1b revenue, HGS plans to make strategic acquisitions to acquire specific new capabilities and make entry in new markets. It is listed in the Indian stock market and has 28,000 employees globally. M&A team of HGS will provide the right launch pads to build profitable businesses with the ownership of delivering target ROCE
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