Careers
Team Leader / Delivery Head
• Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
• Identify and suggest Business improvement opportunities.
• Identify and drive opportunities to enhance service delivery and Customer experience.
• Update trackers Create, Update tickets, service works, update required applications and tools.
• Act as the first level of escalations and resolve the same to the satisfaction of the stakeholder keep also ensure Process Manager is informed of new issues.
• Provide updates and submit reports related to own area of work.
• Encourage associates to use various material that are available in the intranet.
• Customer Relationship Management, provide information educate customer troubleshoot probe and fix issues.
• Ensure Team Productivity levels are achieved as per the targets set year on year.
• Process Improvements and Process Adherence, provide information educate customer troubleshoot probe and fix issues.
• Achieve Individual SLA targets set as well the account level collective targets set for the team.
• Ensure process delivery in the respective groups is as per the SLAs.
• Complete all mandatory training and certifications for self and team.
• Lead and contribute towards process excellence initiatives.
• Perform quality checks and ensure error free processing.
• Escalate to the management if deviations in the process are noticed.
• People, Team, provide work direction and guidance to team members, ensure accuracy of the work of team members their ability to operate under deadlines and to work on multiple tasks.
• Establish systems and procedures in the team.
• Reporting to the manager on performance status and any escalations.
• Conduct knowledge transfer sessions for new joiners in the team.
• Conduct performance appraisals for team members provide input into the learning and career plans for team members.
• Identify training needs of team members and provide coaching support to them.
• Support recruitment efforts for the team.
• Contribute to and participate proactively in knowledge sharing sessions.
• Provide work direction and guidance to team members.
• Establish systems and procedures in the team.
• Allocate work and tasks to the team.
• Report to the manager on performance status and any escalations.
• Facilitate and participate proactively in knowledge sharing sessions.
• Conduct team building activities to enhance motivation.
• Conduct process training or refresher training if required.
Inside Sales (Female)
• Tele calling, generating leads
• Identified prospects from the provided list & short out prospecting list.
• Provide service, product information and price quotations.
• Creating & maintain call logs for the same in a software system.
• To provide support to the client for their queries
• To do sales follow-ups
• To handle closure, & negotiations on phone.