Handles and resolves customer complaints- identify and escalate priority issues.
>> Ensures compliance with all company and departmental policies, procedures, and guidelines
>>Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization.
>>Data Analysis - Analyzing data short term long term trends, report generation, graphical representation, business analytics report, management reports
>>Work on employee financials (incentives, PBPP), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition
>>Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement.
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>> Handled team size of 15 to 25 Head Count.
>>Working Days: 5 days a week with 24x7 rotational shifts, including rotational night shifts and rotational week offs.
>>Both way cab facilities are available .
>>Meals are available as well .
>>Highest Qualification: Graduation is mandatory .
>>Experience Required: 24 to 36 months of experience of being a TL, with a strong emphasis on mapping experience.
->>Language: Proficiency in English (reading, writing, and speaking) is mandatory .
Team Leader - GIS Mapping
Role Purpose
The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.
Team Leader - GIS Mapping
- Drive performance of the team on the identified metrices of the process
- Review last 6-8 weeks performance data (RAG) and identify low performers
- Provide feedback and coach the outliers/ low performers to improve their performance metrices
- Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
- Handhold the employees on performance on process and monitor for improvements
- Identify training needs for new joiners especially and track their daily progress
- Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client's end
Team Leader - GIS Mapping
- Stakeholder Interaction & Management
- Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
- Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
- Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account
- Work with quality team to ensure the quality improvements as per the delivery standards of the contract
- Provide timely assistance in case of an escalation and support resolution of escalations/ issues
- Effective Team Management
- Resourcing
- Hire adequate and right resources for the team
- Talent Management
- Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
- Build an internal talent pool and ensure their career progression within the organization
- Manage team attrition
- Drive diversity in leadership positions
- Performance Management
- Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
- Ensure that the Performance Nxt is followed for the entire team
- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team
- Track team satisfaction scores and identify initiatives to build engagement within the team
Handles and resolves customer complaints- identify and escalate priority issues.
>> Ensures compliance with all company and departmental policies, procedures, and guidelines
>>Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization.
>>Data Analysis - Analyzing data short term long term trends, report generation, graphical representation, business analytics report, management reports
>>Work on employee financials (incentives, PBPP), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition
>>Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement.
>> Handled team size of 15 to 25 Head Count.
>>Working Days: 5 days a week with 24x7 rotational shifts, including rotational night shifts and rotational week offs.
>>Both way cab facilities are available .
>>Meals are available as well .
>>Highest Qualification: Graduation is mandatory .
>>Experience Required: 24 to 36 months of experience of being a TL, with a strong emphasis on mapping experience.
->>Language: Proficiency in English (reading, writing, and speaking) is mandatory .
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