Company Name: Caliber Point Business Solutions
Designation: Team Leader
Job Description:
Resource Management:
• Responsible for periodic resource estimation and planning based on current attrition rates, increasing volumes and buffer estimation.
• Raising requisitions accordingly with RMG/TSG with prior approvals from PM’s, Functional Heads and the Management (as required).
• Participating in Operations interviews with the PM’s or functional heads.
• Coordinating with the support departments by raising RFS and ensuring a smooth onboarding of a new team members
• Controlling Absenteeism and Attrition of the team.
• Responsible for resource utilization.
• Handling of team issues and queries (not related with production) effectively and timely escalation of the same as and when required.
Production:
• Responsible for allotment of work and job creation for team members as and when required and acquiring the required production out from the team.
• Responsible for downloading work (If Required) and for dispatching completed jobs to clients.
• Responsible for resource utilization as per the volumes.
• Responsible For Shift Monitoring And Control
• Responsible For Maintaining And Updating Team Skills Matrix
• Responsible for maintenance of Client Production Report, Turn Around Time (TAT) report, Client Accuracy Report and Internal Quality Report, Error and production reports, Daily dashboards.
• Creating and presenting WSR’s and SMR’s.
• Responsible for tracking process related errors and issues and giving feedback to team members on errors and suggesting methods for improvement on the same.
• Analyzing the root cause of an issue/problem and resolve the issue/problems faced by the team.
• Ensuring process improvement by identifying areas and methods for improvement (Re-engineering) and implementing any changes approved on the process
• To mentor, motivate and lead team members towards project completion and providing technical leadership at process level.
Client Management:
• Interacting with client (oral and written) on a daily basis (for project related issues and queries, for sending the necessary reports, on completion of work, for new updates etc)
• Coordinating with the client in transitioning of a process during the inception of a project.
• Should have transitioned processes (not mandatory)
• Understanding the client requirements and updates and passing the same information to the team members.
Performance Management:
• Analyzing the team performance and identifying the training needs and providing inputs to the PM (if required).
• Giving feedback to the team based on their performance
• Ensuring training/refresher trainings are conducted by SME’s on a regular basis.
• Providing inputs to the PM’s on performance of the teams, training needs of the team members, rewards and recognitions, confirmation of probationary team members etc.
• Involved in taking appraisals of the team members with the PM’s.
Compliances:
• Adherence to company policies, rules and regulations
• Responsible for complying with all QMS, ISMS Policies and other organizational policies of the team.
• Ensuring the TAT and SLA’s are met by the team.
• Facing ISMS, QMS and other audits (if required)
Company Profile:
Caliber Point is the independent BPO arm of Hexaware Technologies Limited, a leading global IT & BPO services company. With state-of-the-art infrastructure in Mumbai, Chennai and Nagpur, Caliber Point provides end-to-end Business Process Outsourcing services to large global players and Fortune 1000 companies.
Desired Profile:
• Graduation(Engineer in any stream)
Keywords: Excellent Oral and Written Communication skills Good client interfacing skills Good mentoring skills Energetic and self driven individual Self motivated and team worker
Experience: 0 - 1 Years
Role: Team Leader -(Technical)
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Education:
UG - B.Tech/B.E. - Any Specialization
PG - Any PG Course - Any Specialization,Post Graduation Not Required
Location: Nagpur
