Team leader- KPO

Team Leader - opening for candidates with excellent leadership and organizational skills with a repute KPO at malad -w

call/msg MR SAMIR on 8080704539 mail cv info(at)busybig(dot)com

Title:  Team Lead

Position Mission The Team lead will work to create an environment within the Center that ensures a quality product and a reliably professional and positive work environment.

Manage day-to-day client experience and build strong client relationships by ensuring that client expectations are clearly exceeded.

Position Responsibilities • Client communication – daily client interaction regarding jobs and attend weekly calls as and when required.

• Shift management – Assist shift lead in job allocation, job monitoring and query resolution.

• Assist the shift lead in scheduling staff for shifts, ad-hoc coverage requirements and other training sessions.

• Operate within the agreed customer and Integreon Standard Operating Procedures (SOPs).

• To perform quality checks.

• Produce client worthy documents using MS Office applications and client specifications and macros.

• Ensure all work and projects are completed as per instructions from the client and/or specifications.

• Ability to proofread documents/presentations to ensure client’s quality expectations are met within the stipulated turnaround times.

• Ability to use complex and variety of software and computer programs in day to day work.

• Adaptable to change in work environment, instructions for work request processing and roles.

• Staying within timelines and deadlines for completion dates for projects. This requires good time management and organizational skills.

• Communicate each day with other shift leads, center leads and Manager.

• Communicate with the operators and pass on the updates and information regularly.

• Assist the shift lead to generate daily matrices (shift reports, daily reports, etc.).

• Report to the Shift Lead/DCL on performance of the Legal Process Team

Personal Success Characteristics • Self-starter, go-getter and deadline driven.

• Ambitious.

• Able to work independently when necessary to resolve problems.

• Willingness to invest him/herself in the position for a minimum of two years at least.

• Focuses attention on detail and consistency to meet client's quality control requirements.

• Friendly, non-hierarchical and empathic with colleagues and staff.

• Approachable and open to working with staff and clients to resolve problems at any level.

• Responsible for prompt response, timely follow up to customer communication.

• Ability to work in rotating shifts.

• Ability to accept constructive feedback.

• Savvy and persistent.

• Personal qualities (passion, humor, and empathy strength of character, general maturity, patience, wisdom, common sense, trustworthiness, reliability, creativity, sensitivity).

Educational Requirements • Fluent, strong written and spoken English, with preference for experience in UK English.

• Graduate in any stream.

• Law background will be an added advantage.

Work Experience • Previous 2-3 years supervisory/leadership experience.

• Experience leading document intensive process.  Experience in leading voluminous processes will be an added advantage.

• Experience with Advanced MS Word, Excel and PowerPoint.

Reports To Shift Lead/DCL