Team Lead - Prod Ops
Update trackers, Create/Update tickets, update required applications & tools and keep TL informed of new issues.
Use eMail and CRM tool, provide Quality Monitoring, First level escalations.
Team huddles, Knowledge base updates and Process Improvements.
Prepare meaningful reports in context to the audits, training etc.
Ideate and implement process improvement projects.
Process Improvements and Adherence:
Ensure process guidelines are followed and met as documented.
Adhere to shift handover process.
Be responsible for the process improvement ideas on productivity, accuracy & turnaround time.
Project Control, Management and Review / Program delivery:
Raise process related issues on time with process lead and team lead.
Resolve process related queries and expedite on data requests.
Record data relating to production statistics, enduser related notes, etc as appropriate.
Contribute towards creation of knowledge updates & stay updated with process knowledge / changes.
Perform root cause analysis on the errors made by the team members.
Customer Relationship Management:
Provide information, educate customer, troubleshoot, probe and fix issues.
Follow up on Waiting/Open issues, feedback and coaching.
Conduct Quality audits and review of teams performance.
Design and implement training and knowledge sharing sessions New hire, retraining, process improvement and updates.
Potential seed resources for staffing new engagements.
Buddy with PEs & SPEs and help them to achieve their personal and organizational requirements.
i Manage break schedule for the team.
ii Communicate and manage transport delays.
Conduct Huddles and Team meetings.
Contribute to and participate proactively in knowledge sharing sessions.
Participate and contribute to organizational activities.
Act as a buddy for New Hires.
First level reporting.
Conduct peer reviews.
Conduct refresher training.
Collate team performance data for reporting purposes as and when requested by Process and Team Lead.
In the absence of the PL and TL, perform the following tasks when assigned:
i Handle escalation calls.
ii Manage service levels on a daytoday basis.
Provide coaching and feedback for improvement.
Meet/Exceed targets set within the key research activities(Talent Research & Data Management) and ensure exceptional viability rate when it comes submission of resumes.
Be an exceptional team player when it comes to knowledge sharing, training, people development and reporting.
Participate in special projects/recruiting initiatives including assessment of best practices in research techniques and manage individual projects, and act as a guide to drive research for the project and be a POC for any operational updates.