Change Management Specialist

Overview

Sr Team Leader role supervising a group of call center associates and mentoring Team Leaders, ensuring performance metrics are achieved through coaching, motivation and accountability.

What you'll do

• Lead team members, foster their professional development and growth through effective coaching and communication, and promote teamwork and cooperation
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
• Identify performance related issues, develop an action plan for improvement, and implement corrective action, up to and including termination of employment
• Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs) and financial expectations
• Communicate expectations to employees and provide timely updates and changes
• Provide subject matter expertise in handling escalated customer calls as needed
• Manage team metrics and retention goals; participate in discussions about reasons for attrition and root cause, and team with Site Leadership to develop actions to reduce attrition where possible
• Provide feedback to team members on call coaching and other daily performance and behavioral activities
• Stay current on internal work processes, policies and procedures, and attend required manager development training
• Supervise a group of call center associates, including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Complete shift-wide projects that aim to increase productivity, quality or other KPIs
• Promote the Company's values through behavior and attitude, including being an advocate for team members

What you'll need

• Associate's degree in related field with four to six years of experience (with at least one year of progressive management experience)
• Strong communication skills, both written and verbal
• Demonstrated ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Ability to work well under pressure and follow through on items to completion
• Willingness to work a flexible schedule

Details

• Location: IND Kolkata - Unitech Hitech, Blk A, Tower AI, 4th Flr
• Time type: Full time
• Receives assignments as objectives with goals and processes; sets priorities for Team Managers/Leaders/Supervisors and team members and coordinates and supervises daily activities
• In charge of handling large and/or multiple lines of business; may act as an Operations Manager depending on program size