Team Leader - Market Research Analysts Job Description • Contribute to development of team objectives to deliver client value, and deliver results to meet or exceed objectives.
• Manages optimal utilization (Work allocation, Resource Management, Controlling absenteeism / Truancy, Rostering, Space) in the team.
• Ensure and improve SLA adherence and drives process improvements
• Reports regularly Service Level Agreement (SLA) dashboards for team, takes appropriate action to check slippage, if any, with team members.
• Executes mitigation plans are deployed effectively for ensuring slippage / service credit-free delivery • Contribute to development of team objectives to deliver client value, and deliver results to meet or exceed objectives.
• Manages optimal utilization (Work allocation, Resource Management, Controlling absenteeism / Truancy, Rostering, Space) in the team.
• Ensure and improve SLA adherence and drives process improvements
• Reports regularly Service Level Agreement (SLA) dashboards for team, takes appropriate action to check slippage, if any, with team members.
• Executes mitigation plans are deployed effectively for ensuring slippage / service credit-free delivery in the team.
• Escalates significant delivery issues as appropriate.
• Conducts / organizes service delivery-related training to account associates
• Responsible for security ( Data, People, Information) for the team
• Focus on Continuous improvement through Six Sigma
• Enable successful implementation of Process Automation
• Ensures Quality process is followed as per iQMS
• Ensure span of control
• Ensures PHI compliance
• Discusses SLA & other metrics with Operations Manager to ensure satisfaction & manage expectations.
• Interfaces with Operations Manager to address escalated concerns from the team as required
• Co-ordinates floor-walks for the customers & ensures they are well-managed
• Estimates future requirements through Client Interaction with various modes of communication
• Identifies & develops potential team leaders through effective mentoring / coaching
• Ensures timely redressal of team members’ grievances
• Sets reasonable, challenging and clear performance goals for direct reports, communicates expectations clearly, monitors performance & provides appropriate feedback. Communicates daily and motivates the team ensuring retention management
• Ensures all Deployment HR initiatives are communicated & implemented
• Ensures full participation in all team activities such as Team huddles, Town Halls, Training programs, off-sites, team lunches, etc happen on periodic basis
Desired Profile Owns delivery of the team by mastery of all the tools and by providing actionable insights to business issues. Manages & develops people & drives excellence in service delivery, customer relationship & management & people management and development
Walk in Date : 30th April'09 & 4th May'09.
Time : 11:00 am - 1:00pm
Experience 2 - 5 Years
Industry Type BPO/ITES /CRM/Transcription
Functional Area ITES/BPO/KPO, Customer Service, Ops.
Education UG - B.Com - Commerce,B.Sc - Any Specialization
PG - Any PG Course - Any Specialization,M.Com - Commerce,M.Sc - Any
Specialization,MBA/PGDM - Any Specialization
Location Bengaluru/Bangalore
Keywords Team Lead ,
If you meet the above mentioned criteria, apply online
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TCS Walkin Apr 30 - May 4