Senior Group Lead (UK Telecom Voice)

Responsibilities: • Responsible for the end-to-end operations delivery. • Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations. • Ensure adherence to SLAs, meeting Customer CPMs on Productivity, Quality, Utilization etc... and improve operational performance. • Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc. • Provide coaching and feedback to team members to enable them to improve their performance. • Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements. • Drive reward and recognition activity on the floor. • Client management and drive client feedback. • Ensure compliance with internal policies and procedures, external regulations and information security standards. • Liaise with sales and solution design team to grow the account in similar lines of business. • Create a workforce requirement plan for the engagement when the team is growing, and future business is expected. • Hold appraisal for the Process leaders and Team leaders in the Hierarchy. • Drive people initiatives, Ideations, and Projects by team or by customers. • Meeting the SLA of Attrition, Shrinkage, and driving Floor level Initiatives. Important notes:

• Voice 100%.
• Graduate.
• Work from Office (Pune).
• 8 AM to 6PM UK Time (Should be flexible with shifts as per business requirement).
• 5 day working, WO based on business requirements (9.5 hours within this window with 1 hour break).

Experience required: >72 months and experience of BPO Voice support Telecom Industry. Essential Hiring Skills: • Good Interpersonal & people management skills with good problem-solving approach. • Need to handle a span size of 100-150 heads. • Excellent verbal, written communication & presentation skills. • Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction. • Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools. • Excellent analytical skills for MIS, number crunching & reporting to internal / external customers, problem-solving, decision-making & management skills. • Ability to exercise managerial judgment and perform as a mentor. • Ability to handle stressful situations / Should have patience and not be overawed by difficult situations / Situation handling skills. • Leadership skills / Team Management Skills. • Knowledge of Client and end user requirement (Before starting floor management). • Basic understanding and ability to trouble shoot issues and implement change as needed. • Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS. • Ability to drive results against SLA performance indicators.