Team Leader Operations, Aegis
Team Leader Operations,. Management of performance metrics, MIS and performance reviews for the service delivery team. Analysis of process to ensure that business needs and requirements are captured and catered effectively. Accountable for managing team's attendance and motivation by mentoring subordinates for maintaining higher standards of customer service, giving preference to customer satisfaction and promptly resolving customer problems along with inventing resolutions and developing them to achieve consistent profitability and enhance revenue within given SLAs/TATs. Identification, documentation, and communication of business impact, especially in context to business Performance including SLAs. Decision Making, handling RTA, System & Login issues in co-ordination with FL for smooth business operations and order delivery. Instrumental in monitoring and tracking Attrition and Process Deliverables of the team assigned. Looking after the gamut of activities pertaining to Quality Problems, Escalations and Supervisor calls for associates and the overall Personnel, Performance and Discipline in the area assigned. Management of the escalations, high priority customer requests, compliments & complaints within the team in co-ordination with other departments to ensure 100% complaint closure with 100% delight. Accountable for audits/monitoring calls along with coaching and feedback for performance improvement and tracking the same. Performance data analysis, root cause analysis and understanding the road blocks to resolve the problems for clients, projects and processes. Handling conference calls, meetings with the stake holders to check the updates and/or developments. Ensuring targeted service delivery, imparting Process/Soft-skills training by coaching & feedback.