Job Description

Team Lead / Team Manager

Qualification:

Any Graduate exclusion BE/BTech / MCA For CPU/ Bachelors degree or equivalent experience should have completed at least 2 years Telstra/ Bachelors degree or equivalent experience Fresher or less than 6 months relevent experience

Responsibility:

Business / Customer Provide updates and submit reports related to own area of work Interact with customers internal /external to meet process deliverables

Manage and resolve 1st level and 2nd level escalation calls and issues raised by customers For Voice processes Effectively communicate information on products/services or trouble shoot issues within the specified time frames as agreed upon with the client in a manner that is understandable by the end user/ customer

Connect with the customer & provide highest level of customer satisfaction Support the Team Leader on Day to Day operations SLA and Floor Operations management

Support the PEs & SPEs to enhance the knowledge level on the process

Maintain and update SoPs Client interaction on a daily/weekly basis and with asset specialists on a monthly basis

Project/Process Achieve process SLAs/metrics productivity and quality targets within the established timelines

Ensure process guidelines are followed and met as documented

Raise work orders to the appropriate issues identified and assign them to the technicians for rectification Quality check on the work orders raised by level 1 support teamWork on low priority work orders received through e forms Acts as a queue manager to ensure service levels are met

Assign routine tasks to the team

Raise process related issues on time with process lead and team lead

Resolve process related queries and expedite on data requests

Adhere to shift handover process & prepare & share daily shift reports

Perform root cause analysis on the errors made by the team members Follow up on critical tasks like power outages and ensure closure with TAT

Identify gaps in process compliance

Conduct audits to drive process compliance

Drive and participate in Operations reviews within the project /process

Initiate and deliver on process improvement opportunities to improve process efficiencies

Audit the Stock keeping units that are pushed to Web in the preview environment and ensure correction of mistakes

Take responsibility to provide information accurately and also research and revert on information related to tracking of orders shipping rates issues delivery issues liaison with the delivery partners on specific orders that needs clarifications

Record data relating to production statistics end user related notes etcas appropriate

Answer calls from customer/end user based on agreed time frames

Transfer calls involving next level of service to the appropriate department as per the given guidelines

Handling emergency line calls

Make outbound calls to asset specialists for approval of upgrades required for completion of the assigned services

Identify internal errors on transactions made by call takers and revert to associates on process corrections as applicable

Follow EWS Early warning system and escalate matrix

In the absence of the PL and TL perform the following tasks when assigned

iHandle escalation calls

iiManage service levels on a day to day basis

iiiCommunicate and manage transport delays

ivManage break schedule for the teamFor CPU

Adhere to daily schedule by being available to take inbound calls as scheduled

Answer inbound calls from shareholders and prospective shareholders Promptly respond to clients telephone inquiries and ensure that their needs are met with accuracy and professionalism

Ensure account verification procedures are followed

Adhere to CPU call handling requirements while interacting with customers

Respond to specific account and procedural information requests including balances closing prices portfolio performance and quotes

Listen actively and probe to determine client needs

Actively resolve client issues

Maintain shareholder accounts on the appropriate systems

Escalate issues when necessary

Keep management team informed of client feedback

Make outbound follow up calls to shareholders in response to issues which cannot be resolved point of call

Maintain an understanding of the systems required to initiate shareholder transaction and maintenance requests

Remain up to date regarding Stock Transfer products services and systems

Maintain working knowledge of client products that CPU supports

Maintain working knowledge of CPU policies and procedures

Complete extensive ongoing training to maintain competency in financial markets and instruments

People

Align individual goals with team objectives work cohesively with the team

Record attendance and time sheet related data

Deliver process training to the new hires

Contribute to and participate proactively in knowledge sharing sessions

Conduct peer reviews and refresher training

Collate team performance data for reporting purposes as and when requested by Process and Team Lead

Mentor/coach team of process executives/senior process executives

Encourage the team to take domain certifications and training on an ongoing basis

Organize team huddles and work towards keeping the team motivation at a high level

Potential seed resources for staffing new engagements

Respond to queries raised by the team and provide appropriate feedbacks

Analyze feedback received and error reports to arrive at training needs

Support the team by liaising with different departments

Report to the team leader on performance status and any escalations

Organize team huddles and work towards keeping the team motivation at a high level.

Must Have Skills

• MS Office
• MS Office Skills
• Airport Operations

Location - Kolkata, cochin, Gurgaon,Bangalore,Chennai.