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Team Leader Operations

Nagpur, Maharashtra

First Advantage

Job Description

The person will be responsible for KPI Analysis & KRA , Attrition Management ,Escalation and People Management day to day operations
Team lead will be responsible for leading and managing his team to drive daily production, ensure best in class quality and CSAT thereby oversee day to day operations.
The role will involve responsibility to critically analyze information, monitor and manage performance.
It would need one to drive continuous improvement towards meeting and exceeding targets. Generate and present reports relating to team and business performance. It would involve leading by example and be hands on to develop, coach, train, induct and formally appraise employees to set performance standards.
To recognize achievements and work with the employee in addressing performance issues as well as being engaged with them.
Provide coaching and feedback to the team specifically on process with CSAT and efficiency as key parameters.
Review quality feedback and drive the team towards best quality and containing escalations.
Work with other operational and support functions.
Initiate and implement action plans to improve bottom quartile performance.
Ensure consistency with performance management and address concerns where required.
Handle Day to day employee and customer relationship management & client escalations.
Monitor and manage daily workflow and staffing needs and manage department metrics and goals like SLA & ASA, email Resolution & TAT

Company Description

Finding and retaining the right people every day can be made a little easier with First... Advantage. Our winning combination of searches and services provide the insights to reduce your risk while dramatically improving the quality of your talent and the reliability of your renters. For these reasons, First Advantage has become a trusted partner to over 41,000 organizations worldwide – we deliver the results you need to propel faster, more informed decisions. - See more at:   Read full description

Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
Between five and ten years
Compulsory Education
Jobs in Customer Service / Call Centre / Operations / Data Entry
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