Team Lead

Wipro Ltd. Little Rock , AR 72215

Posted 2 weeks ago

As a Team Lead (TL), you lead a team of production specialists in assigned queue/ process and build a healthy & productive work environment. You are responsible for meeting the assigned productivity and quality targets for the team, which includes driving performance through CPMs, quality, compliance metrics and employee's engagement & retention. You also mentor and troubleshoot team issues as first level of escalation. In voice business, the median ratio (1 FLM: number of Production Specialist) is 12-13. In non-voice business, the median ratio (1 FLM: number of Production Specialist) is 8-10 or 10-12.

  • Broad operational latitude and responsibility in maintaining relationship and confidence between carrier partner and HPS.

  • Responsible for managing team of Production Specialist

  • Manages processes for a specific stream / service

  • Implements process controls, manages day-to day operations risk and handoffs between various internal departments in the account

  • A 2nd level escalation point for process owners/SMEs in the account (e.g. existing manager interacts with AVP/VP or specific stream leads)

  • Responsible to ensure performance dashboards are validated and circulated for processes under self

  • Ensure teams are meeting SLA's and KPI metrics

  • Responsible for Stability of the processes & Productivity/Efficiency initiatives

  • Leads regular governance (Daily and Weekly Governance call on KPIs/KRIs/SLA etc)

  • Plans and executes on the job training for new hires, cross training within processes

  • Monitor team's time management and schedule adherence

  • Daily team huddles / work prioritization

  • People Conflict and Issue Management

Reporting:

  • Provides input to monthly settlement and invoicing for client with Account Executive

  • Provides standard reporting and coordinates ad-hoc report requests from carrier

  • Received SLA reposting from internal resources on a timely basis and provides summary and analysis to carrier according to contractual needs

Qualification/ Experience Requirements:
  • Minimum of 2 years of Call Center/Back-Office Operations and Account Management experience in a related business (e.g. Banking/Mortgage Servicing of loan modifications)

  • Has the ability to make judgements based on practice and previous experience

  • Excellent communication skills in order to provide client service

  • Good listener and communicator who effectively conveys information verbally and in writing

  • Strong interpersonal and people management skills

  • Possess an ability to manage large and complex teams

  • Be able to work and communicate with the people across organizational units, clients, Onshore counterparts and other related teams

  • Strong analytical skills with an ability to solve issues with a win-win negotiation approach

  • Demonstrated and promote exceptional client service and the concept of client delight

  • Have an attitude to coach, groom, develop and mentor people

  • Effectively plan leaves of the team ensuring business is not impacted

  • Be a good decision maker

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Team Lead

Wipro Ltd.