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Team Leader Position for International Voice Process

Keywords / Skills : SME, Subject matter expert, Team Leader, Group leader, TL, TeamCoach, Team handling

1 - 6 years
Posted: 2018-04-16

Other Roles - Team leader
Posted On
16th Apr 2018
Job Description

Job Description

Details of Position

Designation: Team Leader -Operations Voice Process

Reporting to: Assistant Manager Operations Voice Process

Location: Pune

Qualification: Graduate

Work Experience required: 1+ year as Team Leader in voice Process.

Division/Department : Voice Process

Type of position : Permanent

Travel: Not Required

Role Explanation

Coach & mentor the team to deliver the program objectives for the project/s.

Check the project staffing for the day and take measures to achieve the staffing numbers.

Check for the domain / procedural updates in project sent form the Client on daily basis & brief the agents on the same.

Check for the daily updates & project requirements from the Service Delivery Manager, Site Director and update the agents on the same.

Coordinate & interact with QCSs & Trainers for the project to improve team performance.

Coordinate & conduct team meetings regularly.

Suggest the plan of action and corrective measures to increase the performance of the team.

Implement & monitor Performance Enhancement Plan for bottom quartile agents below average performance.

Assist the agent by timely coaching & mentoring to achieve the program objective.

Conduct Side-by-Side & remote monitoring for the team.

Generate & analysis team specific project reports for tracking team performance.

Update the SDM on status of project tools, connectivity or workstation related issues.

Track & initiate the process for attrition, absenteeism & volunteering related issues.

Maintain the CER & the Agent coaching logs.

Interact with the Quality department during the course of the day to collect the performance feedback of the floor.

Implement information security as defined by the company at collector level and as mandated by the client.

Comply with all ISO 9001 and ISO 27001 security and safety policies as laid down by the organization

Report security incidents

Addition Requirements

Working knowledge of excel & aptitude for figures.

Man management skills

Task orientation

Counselling ability

Analytical skills

Flexibility in working conditions

Should be comfortable with Shifts

Interested Candidates can mail their resumes on [HIDDEN TEXT] In case of any query please call on 7722028636

About Company

About SourceHOV and BancTec
SourceHOV and BancTec, surpassing $900 million in revenue, serve more than half of Fortune 100® companies and have deep domain expertise, including document centric application, in Healthcare Payer and Provider, Finance and Banking, Public Sector, Publishing, Legal, Insurance, Manufacturing and Commercial Industries, including specialized consulting services for construction management, tax benefits, legal claims settlements and economic consultancy. SourceHOV and BancTec utilize highly scalable and modular technology platforms to deliver reliability, security and high levels of performance in customers’ mission critical processes in conjunction with hardware and software solutions. The combined company’s global workforce is comprised of around 16,000 employees serving customers in 50+ countries across the Americas, EMEA and pan-Asia. For more information, please visit and
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