Designation: Cell Lead – (Australian Process)
Experience: 2-3 Years
Work Location: Trivandrum - Technopark
Shift Timings: 4.30 am to 1.30 pm and 5.30 am to 2.30 pm (Rotational Shift)
Qualification: UG/PG in any stream
Key Responsibilities:
- Process and Product Expertise: Possess excellent knowledge of the company's processes and products.
- Leadership and Presentation: Demonstrate strong leadership and presentation skills.
- Communication Skills: Exhibit excellent verbal and written communication skills.
- Performance Monitoring: Evaluate metrics to identify necessary actions for achieving service level and quality targets while minimizing customer complaints and escalations.
- Agent Performance Feedback: Monitor team performance and provide direct feedback to agents.
- Employee Satisfaction: Identify outliers and conduct regular one-on-one sessions to ensure maximum employee satisfaction and productivity.
- Team Bonding: Foster team bonding and interaction to prevent attrition due to dissatisfaction.
- Resource Utilization: Ensure optimal use of resources and systems while handling MIS reporting.
- Cross-Department Liaison: Act as a liaison between different departments, with a solid understanding of various business functions.
- Training Monitoring: Oversee team members' performance to ensure training is applied effectively and identify additional training needs.
- Operational Management: Manage day-to-day operations flow efficiently.
- Progress Reporting: Create reports to update the company on team progress.
- Process Instruction Communication: Clearly communicate process instructions to team members.
- Team Environment: Create a trust-oriented environment with open communication, creative thinking, and cohesive team effort.
- Documentation: Document all client updates and maintain the update tracker, ensuring proficient documentation and email skills.
- Facilitation: Facilitate problem-solving and collaboration within the team.
- Consensus Building: Strive for team consensus and win-win agreements.
- Group Dynamics: Maintain healthy group dynamics.
- Encouragement of Innovation: Encourage creativity, risk-taking, and continuous improvement.
- Policy Knowledge: Have a comprehensive understanding of company policies and procedures.
Join our dynamic team and lead the way in delivering exceptional project results for our Australian clients!