Educational Qualifications Work Experience - Experience in managing a team preferably in Helpdesk/ Back office transaction processing background
Technical Skills - Proficiency in excel & other analytical tools
- Functional Knowledge (user level) of SAP SD Module
- Domain knowledge of Order Management
- Should be well versed with Supply chain concepts like Warehouse, Inventory, Logistics etc
- Good to have skills
- Supply chain management,
- Inventory Management
- installed base
- Transition Experience
- Knowledge of SIX Sigma or other quality methodology
Competency - Ability to motivate people
- Good spoken and written communication skills
- Responsible Attitude
- Good 'people skills' for building relationships with colleagues at all levels
- Ability to think beyond and come-up with process improvements and value creation
- Identify opportunities for value ads and Identify, initiate and execute them
- Be customer oriented
- Ability to Plan and Priorities work
- Decision-making ability
- Ownership and problem resolution
- Device personal development plan for the team members
Other Essential Skills - Hands on experience in maintaining Operations documents like Key Performance Indicators (KPIs), Actual Performance Report (APR), Delivery Plan (DP)
- Ability to analyze performance reports and formulate actionable based on same
- Able to do resource and staffing Planning by looking at the historical volume trends and come up with new process improvements
- Prepare & maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organization
- Motivate team by implementing and following up on employee involvement schemes like suggestion schemes, internal events, compliance to 1-1 sessions, counseling & mentoring and cascading corporate communication to team
- Device personal development plan for the team members
- Identify opportunities for value ads and Identify, initiate and execute them
- Interact with HR to ensure necessary staffing anticipating attrition and ensuring continuity
- Good communication skills – Written & Verbal
- Good analytical skills and Presence of Mind
Beyond above mentioned strengths, TL would be required to handle/have following activities to be handled on a daily/monthly basis: - - Responsibilities - Complete knowledge of the process procedures & regular updating of the OM process
- Providing floor support
- Handling escalations received from the client
- Sharing the weekly metrics with the team
- Provide coaching and feedback on associate's performance
- Performing a Training Needs Identification (TNI) for the team and facilitate trainings accordingly.
- Capturing of escalations & reviewing with the agents
- Conducting refresh sessions on process procedures & new services added
- Updating attendance – Daily
- Tracking & managing leaves for associates
- Coordinate with support functions to address the issues raised by associates
- Staffing analysis & preparation of shift schedule
- Conducting One-To-One session with all associates, tracking issues & concerns raised – forwarding the details to respective department
- Coordinate with voice coach & identifying the training needs for associates
- Nominating associates for various training programs
- Identifying the career aspirations & grooming associates for the next level
- Metrics Management a. Preparation of reports as mentioned below Ø Process dashboards - Weekly Ø APR sheet - Weekly Ø Individual metric presentation for internal review - Weekly Ø Transaction status Reports - Daily b. Continuous monitoring of process & mailbox |