Job expirat
Overall Purpose:
A Team Leader will be primarily responsible to ensure process SLA are met or exceeded. Motivates and persuades others to common goals. Has the ability to deliver through people.
Key Accountabilities:
1. Driving Operational Excellence
Responsible for achieving team SLA’s (Service Level Agreement);
Understands and captures customer baseline data around SLAs and operational metrics transition;
Monitors Service Levels - Periodic collection and analysis of data received;
Supports customer in any collection, legal or other procedural of documents or other materials as required;
Manages daily work allocation;
Ensures that country specific variances are handled according to variances, country specific documentation is kept up to date;
Conducts one on ones on monthly basis, quarterly, midyear and yearly appraisals;
Develops and maintains Incentive program for Team members;
Moves between leadership role and team member role on various projects as required.
2. Quality Assurance (QA) and Customer Satisfaction
Functions as per QMS procedures;
Performs Quality Control processes in accordance with set guidelines;
Ensures quality targets laid out are met for the processes owned;
Provides feedback to each team member to ensure adherence to quality requirements;
Identifies areas for improvement in processes & informs the management to obtain approval to implement change;
Ensures regular capture/update of complaints/ Escalated Calls in Log;
Ensures VOC (Voice of Customer) scores are met or exceeded in their area of competency.
3. HR Collaboration
Will work with the Human Resources Department and the Service Delivery Leader on getting the right people with the right skill sets for the job;
Will involve the Human Resources department on attrition related issues and keep attrition levels.
4. Training
Ensures Training Needs Identification (TNI) is done regularly for all team members;
Timely Training schedules are followed and delivered.
5. People Management
Planes and executes daily debriefing sessions for all agents;
Follows communication Calendar – arrange skip level meetings SOM/SDL for team every quarter;
Improves/Maintains Employee satisfaction and VOE success;
Ensures Reward /Recognition for Top Performers, Significant Contribution;
Motivates and build the skills of the team;
Encourages and drives team activities ;
Builds relationship within his team;
Expands team members capability on KPI (Key Performance Indicators), metrics tracked for performance management.
6. Other
Is responsible to learn and comply with legal requirements with regards to work safety and security and fire safety and is responsible for periodic training of all Direct Reports.
Is responsible for accomplish all duties regarding work safety and security and fire safety as defined by authorised persons. Is also responsible for training and making sure that all Direct Reports comply with the rules;
Is obliged to respect all internal regulations and policies;
Performs any other reasonable tasks that are needed for process excellence.
Authorities
Participate to operational plans set up;
Establish the structure and organize the subordinates inside the team in order to meet the operational allocated tasks/development programs;
Schedule and allocate to subordinates the volumes of specific activities;
Monitor the operational activities and implement/propose actions to prevent risks of not meeting the KPIs/performances in specific area of responsibility;
Develop analysis for improvement of the department effectiveness/efficiency in line with the corporate development strategies and promote them to top management;
Key Competencies
People skills;
Communication & Influencing skills;
Adherence to Company values;
Coaching skills;
Conflict resolution and problem solving;
Delegation / follow up;
Accurate, methodical with detail orientation
Customer centricity;
Prioritizing & organizing skills;
Effective time management;
Presentation skills;
Medium proficiency in English and proficiency in a second foreign language;
Proficiency in MS office applications.
WNS Global Services is a recognized leader in business process outsourcing (BPO). Our proposition is simple: We deliver value to our clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes.
We serve several industries, including travel, insurance, financial services, healthcare, professional services, manufacturing, distribution and retail. We also provide essential corporate functions, such as finance and accounting, human resources (payroll and benefits administration), research and analytics.
Are you looking to be part of a global team, pro-actively working with customers, do you appreciate teamwork with people from different cultures, are you dedicated to operational excellence? Then please come and join our team!
