The Lead Analyst will be handling a team of 30 member and ensuring the performance metrics are met, Identifying the process improvement areas & working on improving the process & Employees.
Key Duties & Responsibilities:
Proactively identify the Process gaps to reduce the escalations and error rate
Auditing events based on Gaps identified in the team and sharing the Analysis to Assistant Manager.
Analysis & RCA on Feedbacks & Escalation to be shared to AMs
Responsible for Process Assessments and working on improving the process knowledge for the Team
Explain the KPIs to the teams & the importance of meeting them.
Analysis on KPIs to be shared to the Team, and address the positive & Negatives of the team
Responsible for supporting Business service levels by ensuring SmartZone files/Escalated files, Submission error are closed within the TAT.
Collaboratively working with all the Lead Analysts and coming up with Proposed process improvements & Suggestion in improving the Accuracy
Coming up with process improvement activities
Helping 30 agents in clarifying the process related Queries
Escalating to AMs on any concerns within the team
Identifying potential candidates in the team and update AMs
Working on outliers in improving the performance & motivate them
Be a role model for others, adhere to Org policies, participate in org activities
Ensuring people have the required skills, knowledge, resources to complete the job
In AM absence he/she is responsible for driving the team
Education, Experience & Qualifications:
Min Bachelors Degree
3+ years of relevant experience in handling large teams
Good communication skills (written and verbal).
Confidence, good team player and quick learner.
High on Observation and Analytical Skills.
Ability to concentrate, review videos without distraction to resolution.
Maintain regular and reliable attendance, flexible with the working schedule.
Ability to analyze information and evaluate results to choose the best solution and solve problems
Conduct quality monitoring
Strong proficiency with Microsoft Office applications including Word, Excel and PowerPoint
Must be flexible to accommodate availability outside of normal business hours as required