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