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.Sc, B.E, M.Sc, M.Tech

• 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