Job - Details « Back


Posted DateApr 23, 2016CTC6.0 To 8.0 Lakhs - P/A
IndustryBPOExperience3 To 6 Yrs


• Level one escalation point for the client and the senior management for a specific shift

• Interface with clients frequently and maintain an excellent relationship with them

• Handle escalated calls from clients • Customer Service Orientation / focus

• Inter-cultural Competence / Diversity

• Communication skills

• Oversee and coordinate the day-to-day shift activities

• Responsible for quality and timely completion of all projects

• Manage production capacity on the shift

• Responsible for shift schedule

• Ensure workflow in adherence with the project life cycle.

• Initiate projects as and when required • Innovation

• Adaptability / Flexibility

• Problem solving

• Quality

• Result orientation

• Passion for action/ initiative

• Decision making

• Presence of mind

• Open to learn, achieve / excel

• Manage a team of graphic designers, project coordinators, quality control specialists

• Develop strong inter-personal relationships with the team

• Coach and counsel team members

• Develop an environment that provides motivation and development opportunities for the team

• Introduce and implement initiatives for team development

• Support and develop direct reports in their work

• Recognize and reward performance and ensure welfare measures are carried out • People Management Skills

• Conflict Management

• Team Effectiveness

• Facilitation / Group Moderation

• Impact and Influence

• Change Leadership

• Professionalism

• Accountable for data tracking and authenticity for shift utilization, capacity, accuracy of projects, attendance, training, productivity, deadline adherence and quality, etc

• Ability to analyze present data

• Responsible for authenticity of data maintained • Analytical Skills

• Manage resources to reflect the team’s P&L

• Assemble the team P&L statement for the OAM on a weekly basis • P&L understanding

• Ensure adherence to security norms including print and electronic security and physical access procedures in the team

• Ensure appropriate security for all desktops, printers and any other IT equipment used by the team

• Ensure all members of the team go through security and compliance awareness programs as per policy • Organization Awareness

• Knowledge of OfficeTiger security management system

Company Profile

One of our reputed client, US based services & KPO organization