Senior Group Leader

Senior Group Leader

Responsibilities:

- Responsible for managing team of Production Specialist and FLMs reporting directly to them

- Drive performance for his team and ensure that all client metrics are met as per the SLA

- Support service delivery teams – onsite/offsite client location - in process stabilization

- Control CPM performance through DMAIC/Six sigma/Application of Quality tools as applicable

- Service Delivery efficiency, Knowledge Management

- Process standardization in client account or the LOB Domain that he/she is aligned to

- Key driver for achievement of revenue and margins- internal & external reporting

- Coach and counsel, the FLM's/span and provide guidance to them on way forward, meeting client requirement, client metrics, process improvement

- Work with multiple functions within organization i.e. Finance, HR, FMG etc. and work along to resolve any team issues

Domain: Content Moderation & Abuse handling

Should be flexible working 24*7 shift and work from office

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Must Have:
 - Operating procedures
 - Service Levels
 - Process metrics
 - Coaching Skills
 - Eye for detail
 - People Management and Performance Management
 - Analytical Reasoning 
 - MIS awareness
 - Escalation guidelines
 - Regulatory requirements
 - Proficient with MS Office (Word, Excel, PowerPoint)
 
 Behavioral Skills and Attributes:
 - Has the ability to filter, prioritize, analyze and validate potentially complex and dynamic problem
 - High analytical skills
 - Lean Certification or Six Sigma certification would be added advantage, but not mandatory
 - May or should have information on internet or social networking products or services
 - Good communications skills and written skills
 - Excellent knowledge of Service Delivery in a voice/semi voice process
 - Well versed with Microsoft applications, specially excel and power point
 - The job will require fairly high amount of work in shift environment as per requirement