561 Shrinkage Jobs - Page 20

Role Summary- We are looking for an enthusiastic Team Leader for International Travel Process at IGT Solutions. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management,, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements . What You Would Be Doing? Team Leadership & Management : Leading and managed a team of 1520 to ensure optimal performance in line with quality and productivity metrics. Performance Monitoring & Coaching : Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance. Escalation Handling : Providing floor support and handling escalations to ensure swift resolution of complex. Process Improvement : Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction. Training & Development : Coaching new team members and continuously working to enhance the skills of existing team members. Client & Stakeholder Interaction : Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders. Target Management : Ensuring team meets set targets for KPIs such as AHT (Average Handling Time) Reporting & Documentation : Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients. Qualifications Education : Graduate in any discipline. Experience : At least 1 years of experience in Team handling with at least 1 year of experience managing teams. Skills : Strong leadership and supervisory abilities. Excellent written and verbal communication skills in English. Strong problem-solving and analytical skills. Ability to handle escalations and complex content issues. Proficiency in MS Office, particularly Excel. What's Expected Proven ability to manage and lead a high-performing team in a fast-paced environment. Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions. Strong communication and relationship-building skills with clients and internal stakeholders. Ability to work effectively in a 24x7 work environment and manage stretch targets. 5 Days Working What Are You Signing Up For? Competitive salary Health and wellness programs Career advancement opportunities Comprehensive career development programs Promising career progression within a global company A dynamic, world-class work culture that values innovation and teamwork Interested candidates can share their cv at nidhi.rastogi@igtsolutions.com

Responsibilities which will be played by the role 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. NP: 0-30days. Preferred candidate profile: : Mandatory minimum 2 Years of experience as Team Lead Must have knowledge in GIS tools/GIS mapping

Hiring for Indias Leading B2B / E-commerce Company Process Designation: Team Lead Experience: 2 to 5 Years Minimum Qualification: A minimum of 65% marks in 10th, 12th, and graduation Location: Noida JOB DESCRIPTION Organize and manage a small team of 7-8 project delivery executives. Teach and train team members on various process strategies. Fulfill Catalog needs as per Client Demand and Organization SOP. Prior Knowledge/Experience on an E-commerce platform will be a plus. Good knowledge of web applications and their functioning (Internet, Search Engines, Digital Marketing, etc.). Applicant should possess strong Email handling skills. Provide strategic initiatives and recommendations for improvements and systems enhancements of the process. Ensure objectives are achieved within given time frames, meeting or exceeding support requirements. Collect success metrics and prepare reports to identify work accomplishments of the team. Coordinate the preparation, presentation, and communication of work-related information to the Manager. Requirements: Looking for candidates from Delhi/NCR only or ready to relocate. Candidate should be proficient in written and verbal communication skills. Report Management and data handling (Basic Excel skills).es If you are interested please share your resume on hemlata.1@indiamart.com or contact 8923034339

Requirements of Team Lead for Domestic Voice Process Must be aware of shrinkage, attrition, AHT, NPS, CSAT Must have fair understanding of presenting MBR, QBR and WBR Must be from BPO industry Required Candidate profile Must have 1+ years+experience in Same Designation Graduation is mandate Need excellent communication in English Should have handled a team of 15+ people

Must have Min 1+yrs Exp as Team Leader from International Technical Support Voice process BPO Good Team Handling Exp from International Tech Support Voice Process. Excellent Comms required US Shifts Call 8447780697 send CV monu@creativeindians.com

We are looking for a performance-driven Team Leader to lead our international voice support team. The ideal candidate should bring 5+ years of total experience in a voice-based BPO setup with at least 1-2 years of hands-on experience in team handling. The role is crucial in maintaining operational excellence improving CSAT scores and ensuring minimal attrition. Key Responsibilities: Lead and manage a team of voice agents in delivering high-quality international customer support Drive and achieve targets for CSAT (Customer Satisfaction) AHT (Average Handling Time) FCR (First Call Resolution) and Quality Scores Actively monitor and improve customer experience through coaching and root cause analysis Implement initiatives to manage and reduce team attrition while maintaining high team morale Ensure timely escalations are resolved and service recovery is handled effectively Conduct regular one-on-one meetings and team huddles to communicate updates performance feedback and development plans Work closely with Quality and Training teams to identify and close skill gaps Analyze reports and dashboards to monitor performance trends and take corrective actions Maintain compliance with company policies and client-specific KPIs Foster a culture of accountability collaboration and continuous improvement Skills & Attributes: Strong understanding of customer experience metrics such as CSAT NPS and Quality Scores Demonstrated ability to handle attrition and engage teams positively Proactive leadership style with experience in coaching and mentoring Excellent verbal and written communication skills Ability to work under pressure and in a target-oriented environment Competence in using CRM tools reporting dashboards and workforce management tools Contact Person - Anusiya Contact Number - 9840114871 Email - Anusiya@gojobs.biz

We're Hiring Team Leader (Travel / airlines Process) Location: Work From Office (WFO) Shifts: 24x7 rotational (5 days working) Are you a motivated and experienced leader ready to take charge of a dynamic team? Were looking for a Team Leader with experience in International Process Handling to lead and inspire a team of 15–20 members. Key Responsibilities: Lead and manage a team of 15–20 agents Monitor and drive team performance across key metrics: Productivity, Quality, Shrinkage, and Attrition Coach and mentor new team members for smooth onboarding Conduct weekly coaching sessions and performance reviews Provide real-time floor support and handle escalations effectively Identify training needs (TNI) and bridge process gaps Review existing processes and recommend improvements to boost CSAT and performance Achieve Individual Contributor (IC) targets Ensure AHT is maintained across different tenure buckets Support operational excellence in a 24x7 environment Required Skills & Experience: Experience managing international process teams (must-have) Prior experience in team handling and supervision (preferred) Excellent verbal and written communication skills in English Strong leadership and supervisory skills Good understanding of basic computer operations and MS Excel Well-organized, detail-oriented, and methodical Flexible to work in a 24x7 rotational shift environment In case interested, please share your resume on sonam.singh1@igtsolutions.com

Location : Pune Interview mode : Virtual Shift : Rotational Role & responsibilities Skills required (MANDATORY): Managing a team 15+ associates with overall experience of 5+ years. Excellent spoken English and written communication skills. Concepts of Shrinkage, Capacity planning, one to one appraisal (MUST) Track attendance and maintain MIS for test scores etc. Identifying gaps and plan training sessions for the existing team. Monitoring individual and team performance, providing constructive feedback. Managing team performance, employee engagement, and development, including metrics like employee retention and team productivity. Apply to- reeta@enejobs.com

Operations Manager /Manager Operations BPO /BPO Operations Manager Min 1 yrs exp as BPO Ops Manager (AM/DM cannot apply) SLA ,Attrition,Shrinkage Immediate joiners MUST CONTENT MODERATION PROCESS EXP , CALL Amit 8851792136/Neha 8287267407 Required Candidate profile Operation Manager must be managing CONTENT MODERATION PROCESS WFO BLR & HYD ONLY...No position in Chennai...apply only if can relocate

Team Lead is a supervisor who will be assigned a team of associates to coach and lead towards achieving client goals. Plan Schedule SLAs (Service Level Agreements) timely and efficient execution Study and understand data and make data driven decisions to drive performance Maintain and discuss Plans of Action with agents to ensure smooth functioning and meet target Goals Set goals and targets, discuss with team and mobilize resources with a POA (Plan of Action) towards outperformance Conduct complete breakdown analysis on process failures, re-engineer work strategy, functions for better results Set Long term and Short term goals, work out required staffing, training needs, Quality requirements to achieve goals Monitor chats from a holistic perspective, which includes maintaining quality, basic language and product level monitoring and share feedback with agents Plan and carry out coaching conversations with team members to help them improve performance Able to lead Client calls/Calibrations Job Responsibilities Team Leader for Blended process is the first contact for all the agents and SMEs. Conduct effective pre-shift meetings with the agents to communicate daily goals and other current objectives. Communicate objectives on a daily, hourly and monthly basis to the front line associates. Utilize various techniques to audit individual front line associates to identify needs and opportunities for improvement. Deliver constructive feedback on their skills and performance. Communicate training and policy & procedure issues and needs to suppliers’ training personnel. Track observed agent performance versus goals on an hourly basis. Motivate and encourage the assigned team of associates. Conduct effective CSR screening interviews, as required or needed. Review and audit all Passive and Negative Survey chats per agent daily (real-time). Supervisor ratio should be a minimum of 1:15 ratio.

Job Role Position - Store Manager Reporting To – Area / Regional manager Location - Delhi / Ahmedabad / Pune / Bangalore Role Overview Accountable for store operations, people management, Inventory management, maintain the breakeven of store, periodic audit of store excellences, responsible for employee happiness, adherence of store SOP, control bottom line of business and store look and feel with support of VM. Key Responsibilities Oversee end-to-end store operations to ensure seamless day-to-day functioning and exceptional customer experience. Drive key retail KPIs: Sales Conversion, Average Transaction Value (ATV), Units Per Transaction (UPT), Customer Footfall, Shrinkage, and Stock Turnover Ratio. Deliver excellent service to ensure high levels of customer satisfaction. Motivate the sales team to meet sales objectives by training and mentoring staff. Create business strategies to attract new customers, expand store traffic, and enhance profitability. Hire, train, and oversee new staff. Respond to customer complaints and concerns in a professional manner. Ensure store compliance with health and safety regulations. Develop and arrange promotional material and in-store displays. Prepare detailed reports on buying trends, customer requirements, and profits. Undertake store administration duties such as managing store budgets and updating financial records. To ensure the Store has the correct levels of stock and that replenishment orders are placed, in close liaison with the Retail Ops Manager and Merchandise Team. To be accountable for all aspects of the commercial operation of your store by managing the performance of store teams to deliver agreed business targets. Set and agree on store performance targets with Ops Manager. Responsible for store expense management, store budgets, inventory control increase sales throughout the year and achieve set financial targets. To increase the shop customer base by consistently delivering impeccable customer service. To ensure that the Store is always merchandised to the Company’s desired standard and that, with liaison with the Ops Manager and Merchandise Team. Ensure store and staff presentation and standards are in line with the brand requirements. Requirements Strong leadership skills with ability to coach - effectively teach/develop others to next level. Good energy levels - with ability to be involved in multiple tasks and ability to juggle. Good analytical skills. Effective listening and communications skills – simplify communication with ability to put the point across the board. Superior understanding of Indian retailing and global trends. Good communication and interpersonal skills - understand customer needs. Good at relationship building - conversion to sales. Ability to follow brand and store guidelines. Good operations experience – receiving stock, inventory keeping, cash handling, etc.

I. Role & responsibilities Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.) Description (Do in order to/to ) 1. Operates a variety of client systems and performs complex tasks and activities without supervision following information security policies, procedures and guidelines. Meets and exceeds client performance standards. 2. Interacts with co-workers and supervisors to audit and troubleshoot to meet client needs in a timely manner. Takes initiative to find solutions and works effectively as a member of the team. 3. Develops and implements procedures to meet quality, quantity, and timeliness standards. 4. Composes clear, polite, and well-organized emails to communicate with clients. Anticipates client needs proactively and takes initiative. 5. Coaches less-experienced staff in learning procedures and insurance knowledge. 6. Analyzes the root cause of processing problems and keeps team and supervisor, and client informed of issues and solutions. II. Purpose of the Position * Processes complex tasks, implements new tasks and/or manages existing tasks without supervision . Provides guidance, instruction and direction to the team of client associates and client analysts. Ensures to maintain and meet the quality and quantity standards, with timelines. Responsible for meeting quality, quantity, and timeliness requirements. Contact Scope Internal Contacts - Team members within the client team, supervisor External Contacts - Client contacts (by email)N III. Minimum Qualifications Experience 5+ years at least and 1.5+ years as a team lead Education Background Bachelor Degree (Major) Skills Auditing, Training, Quality check, SOP creation, Process Transition, Escalation management, Performance management, Attrition and Shrinkage. Competencies and Behaviors Train others Builds team relationships Communicates effectively Demonstrates functional excellence Customer centric Licenses/Certificates - N/A

Job Opening: Team Leader BPO Industry | Cyfuture Location: Noida Company: Cyfuture India Pvt. Ltd. Contact HR: Rahul 8420011376 Position: Team Leader Industry: BPO / Call Center / Customer Service Experience: 2 to 5 Years Education: Graduate (Any Stream) Salary: 25,000 28,000 per month Job Responsibilities: Lead and motivate a team of customer service executives. Monitor team performance and ensure KPIs are met. Handle escalations and ensure customer satisfaction. Conduct regular training and coaching sessions. Prepare performance reports and feedback for improvement. Desired Candidate Profile: Proven experience in a BPO or call center leadership role. Strong communication and interpersonal skills. Ability to manage a team effectively under pressure. Good analytical and problem-solving abilities. Why Join Us? Reputed organization with growth opportunities. Supportive work environment. Opportunity to lead and make an impact. Apply Now! Call or WhatsApp HR Rahul at 8420011376 to schedule your interview.

Must have worked as TL on paper documented for 2 yrs, monitor metrics, generate Excel reports, mentor teams, drive process improvements, coordinate with dept, coordinate with dept, and maintain high customer satisfaction through effective management. Required Candidate profile Experienced in managing customer service/pre-sales queues, skilled in Excel/reporting, and problem-solving abilities, fluent in English & Hindi, with proven leadership and team management skills.

Position: Team Lead Department: Operations Overview: Leads and manages a team of CSR's in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing orders). Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis. Conducts performance management activities for team members supervised. Conducts timely planning, assessment, and feedback meetings as stipulated in the company's performance cycle. Handles escalation calls from CSR's as, exercising discernment on whether or not individuals are capable of handling complex customer calls Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program. Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT). Ensures that passing service levels are met and / or exceeded by maximizing the headcount of CSR's on the floor. Acts as a Human Resources and HR-Business Partners point-person, having the jurisdiction to address grievances in line with the Company's policies / procedures. Attends Compensation and Benefits concerns of assigned CSR's, focusing on payroll disputes, the timely preparation and submission of payroll templates. Accurately tracks and indicates hours of overtime Qualifications Strong leadership and talent development skills Should be a Graduate Teamwork oriented High sense of urgency Excellent social skills Able to deliver results working under pressure Strong multitasking skills Knowledge English B2: Oral and written comprehension Appropriate use of language Basic knowledge of operational procedures Customer service - Advanced Quality processes - Advanced Motivation theory - Advanced Annotation Background Preferred and must have skills on Graphic Design with hands on experience on software like Illustrator, AutoCAD, Adobe Photoshop, etc TELUS Values: TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values: We passionately put our customers and communities first We embrace change and innovate courageously We grow together through spirited teamwork At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability. About TELUS Digital: TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 50,000 team members and delivery centers across 25 countries in the Americas, Europe and Asia, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS International partners with some of the worlds most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at: telusdigital.com

ROLE PURPOSE & OBJECTIVE Responsible for managing a team of 15 to 20 Officers & Senior Officers of Outbound customer service Sales lead generation through various campaigns targeted on outbound sales calling for new customer acquisition. Track conversion across campaigns and products. Assists internal verticals in understanding sales opportunities and generate leads across product lines. Conduct basic training for tele callers for their campaigns Business/ Financials Monthly target adherence Increase lead conversion from cross selling Value Generation from campaigns Regular follow up with business team and coordinating with branches and other alternate channels Design new campaigns Customer (Both Internal & External) Market available training opportunities to employees and provide necessary information Provide performance feedback to team members & responsible for the professional development of the members. Customer retention checks. Conduct basic training for tele callers for their campaigns. Internal Process Develop models for improving sales lead generation through various campaigns. Attrition & Shrinkage to be managed within the existing parameters. Assists Businesses with understanding sales opportunities. Innovation & Learning Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self and for the team. Ensure weekly reviews are conducted with the team. Awareness of standards and best practices of peers in the banking industry Maintain adequate knowledge of company products, services & processes Functional Skills Relationship Management Business Management Customer Relationship Upselling and Cross Selling Behavioral Skills Good communication skills both oral and written Good interpersonal management skills Problem solving skills Decision making ability Competencies Banks Product Knowledge Planning and Organizing Skills Sales and Influencing Skills Awareness of Banking regulations

Hiring Area collection manager who is managing the team for field Collections team for Banking field collection Bucket Collections Client /Team/ SLA / Attrition/ Shrinkage Must Know-English and Telugu Required Candidate profile Work from Office-Hyderabad call,whatsapp cv Amit 8178259405/Neha 8287267407 Perks and benefits Salary no constraint for suitable candidate

Roles & Responsibilities Analysis Strong Analytical skills with an ability to draw conclusions from data. Process improvements/ optimization done for the respective process. Ability to think Out of box and provide solution. Understanding of the Business situation and capability to address issues. Open to go beyond the call of the duty to exceed expectations. Patience while giving feedback, Open to change, multi-tasking skills, Interpersonal skill. Reports Ability to work on data and generate various types of reports. Able to work in multiple processes; flexible and eager to pick additional responsibilities/ activities. Must be able to conduct audits, trainings, floor support and supervise shifts (if required) Driving quality initiatives in the team to minimize Escalations. For any queries Whatsapp - 9082299130 Mail resume on - matildad@hexaware.com

Opening for Team Leader- Domestic Process: Company Type: Matrimony & Matchmaking Service (Work from office) Details : Location : Hazratganj, Lucknow Experience : Min 2 years as a TL, SME, or Manager in the operations and B2C sales Dept. (Must have on-paper experience) Shifts : 9 Hrs, Day Working days: 5 Roles and Responsibilities: You will be responsible for handling the team of Product advisors (Telesales Agents). These agents are responsible for the renewal of Subscriptions, closing the leads, and selling the subscription packages to existing customers. Manage and drive sales team targets and performance. Develop the sales team through coaching and training and identifying skills gaps Should have knowledge of Data Analysis, Reports management, and sales target oriented. Responsible for achieving daily and monthly collection targets for the team Skills and Experience Required: Should be able to manage daily shrinkage and control Attrition Should know people management and Team Management Should be aware of KPI and KRA. Handled 10 to 15 agents in a batch (Preferable). ** ALL Interview Walk IN at Lucknow office ** Connect with us (11 AM - 6:30 PM): Call HR Kajal: 7207089881 You can also share your CV with Contact@onekee.in .

We're Hiring Team Leader (Travel / airlines Process) Location: Work From Office (WFO) Shifts: 24x7 rotational (5 days working) Are you a motivated and experienced leader ready to take charge of a dynamic team? Were looking for a Team Leader with experience in International Process Handling to lead and inspire a team of 15–20 members. Key Responsibilities: Lead and manage a team of 15–20 agents Monitor and drive team performance across key metrics: Productivity, Quality, Shrinkage, and Attrition Coach and mentor new team members for smooth onboarding Conduct weekly coaching sessions and performance reviews Provide real-time floor support and handle escalations effectively Identify training needs (TNI) and bridge process gaps Review existing processes and recommend improvements to boost CSAT and performance Achieve Individual Contributor (IC) targets Ensure AHT is maintained across different tenure buckets Support operational excellence in a 24x7 environment Required Skills & Experience: Experience managing international process teams (must-have) Prior experience in team handling and supervision (preferred) Excellent verbal and written communication skills in English Strong leadership and supervisory skills Good understanding of basic computer operations and MS Excel Well-organized, detail-oriented, and methodical Flexible to work in a 24x7 rotational shift environment In case interested, please share your resume on sonam.singh1@igtsolutions.com

Title: Manager Ops - International Process (Content Moderations) Role Summary: We are seeking a Manager to manage a dynamic team of 50-100 members in an International Process. The ideal candidate will have experience handling BPO operations, including performance management, coaching, and improving overall team productivity and quality. This role requires excellent leadership skills to guide team members, manage performance, and ensure alignment with business goals. What You Would Be Doing: Team Management & Performance : Oversee and manage the teams productivity, quality, shrinkage, and attrition to ensure all targets are met. Coaching & Development : Provide coaching and mentorship to new team members to improve performance, skills, and customer satisfaction (CSAT). Process Review & Improvement : Analyze existing processes, make recommendations for improvements, and implement strategies to enhance overall team performance and CSAT. Training Needs Identification (TNI) : Identify gaps in knowledge or processes and address them through targeted training and development. Monitoring & Coaching : Conduct weekly performance reviews and one-on-one coaching to support team members in meeting their goals. Floor Support & Escalation Management : Offer floor support and address escalations in real-time to ensure smooth operations. Target Achievement : Manage and drive the team towards achieving individual and team performance targets (IC targets). AHT Management : Ensure that Average Handle Time (AHT) is maintained within the specified target levels across different tenure buckets. Process Adherence & Compliance : Ensure that all processes are followed, and performance metrics are adhered to consistently. Skills & Experience: Experience : Previous experience in handling an international process is a must. Team Management : Proven experience in managing a team of 50-100 members, with the ability to guide, motivate, and manage team performance. Supervisory Skills : Strong supervisory and leadership skills to effectively manage subordinates and drive results. Communication Skills : Excellent written and verbal communication skills in English, with the ability to present and report effectively. Technical Skills : Basic knowledge of computers and proficiency in MS Excel. Methodical & Organized : Ability to stay organized, methodical, and manage multiple tasks and priorities effectively. Flexible : Ability to work in a 24/7 environment, including flexibility for shifts. Work Environment : 5 days working, Work From Office (WFO). What's Expected: Strong leadership and ability to drive team performance in a fast-paced environment. Excellent coaching and mentorship abilities to improve team skills and performance. Effective in handling escalations and providing floor support. Ability to analyze and optimize processes to achieve higher CSAT and performance outcomes. Interested candidates can share their cv at 9953150816

Role & responsibilities Optimal utilization of resources Operational strategizing Process defining, implementing and monitoring Long-term planning including an initiative geared approach towards operational excellence Identifying training needs Breaking down silos to create integrated processes Define and document customer business functions and processes To act as a liaison between departmental end-users, Team Members, Stakeholders in the analysis design to ensure optimal operational performance Ensure effective allocation and utilization of resources across the team Conduct coaching sessions with the team focusing both on tasks and behavioral issues Shift Management Measure performance of the team against SLAs and KPIs Motivate and coach the team towards achieving goals Formulate long term plans for the development of the team Conduct coaching sessions with the team and SMEs focusing both on tasks and behavioral issues Create and maintain a culture of empowerment and professionalism within the team Keep the team informed of strategic developments within the business area Measure performance of the team against SLAs and KPIs Motivate and coach the team towards achieving goals Preferred candidate profile Excellent verbal communication, and the ability to convey information clearly and effectively. Proficiency in Performance & People management. Excellent Task Management and Organizing skillS. Inter-department coordinating and collaborating skills. Exceptional Analytical & Decision Making skills. Strong leadership abilities and initiative. Excellent delegator and mediator. Great interpersonal skills. Quick decision-making and problem-solving abilities. Fantastic organizational and time management skills. Strategic and creative mindset. Meticulous attention to detail. Great people and Performance Management skills Critical thinker with innovative problem solving skills, Multitasking ability

RoleSenior Group Leader(Content Moderation) Location-Hyderabad. Trainable Skills: Ability to lead and guide a team Observation, Analytical & listening Skills Good knowledge of trending topics (Political/Sports/Entertainment/Sensitive events). Will be end to end responsible for the performance of the team (Accuracy, AHT, SLs, Attrition, Shrinkage, Development of employees etc. Essential Hiring Skills: 1. Ability to guide and lead a team of leaders | 2. Strong in data reading and implementations skills | 3. Should be able to think out of the box | 4. Must be good communication | 5. Should be comfortable working 24/7 and 365 days work culture | 6. Should agile & a quick learner | 7. Should have a ability to inspire and work under pressure. Exp- 5 to 8 Yrs. Exp needed as a Lead in content moderation project. Shift:24*7(Night) About The Role Role Purpose The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account. ? Do Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms Strategy Planning with Senior Stakeholders Collaborate with leaders to provide strategic and operational plans associated with the account Plan the strategy for the coming years by identifying new geographies for alternate revenue streams Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems Contract compliance & adherence Ensure all SLA parameters are met in the account and maintain a green card at all times Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines ? Delivery governance in the account Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project Ensure a green card for all accounts in terms of performance and quality Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage Ensure regular invoicing as per the contract terms and condition Forecast and track key account metrics Invoicing Timely submission of invoices to the client as defined in the SOW Provide information required and resolve any invoicing issues raised by the client Collect and analyze statistics (costs, customer service metrics etc.) Assume responsibility of budgeting and tracking expenses ? Ensure outstanding performance against key metrics mentioned in the agreement Regular cadence around contract compliance Evaluate performance with key metrics (accuracy, customer service metrics etc.) Set direction for the team, track progress against targets through regular cadence calls and course correct as require Drive the focus of the team on quality and adherence to contract compliance processes Drive and implement structured cadence around quality, both process and transactional Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc. ? Resource Allocation & Retention Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery Optimize manpower and minimize leakages by working closely with delivery head Ensure retention by offering relevant trainings and certifications of all allocated resources Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects RoleSenior Group Leader(Content Moderation) Location-Hyderabad. Trainable Skills: Ability to lead and guide a team Observation, Analytical & listening Skills Good knowledge of trending topics (Political/Sports/Entertainment/Sensitive events). Will be end to end responsible for the performance of the team (Accuracy, AHT, SLs, Attrition, Shrinkage, Development of employees etc. Essential Hiring Skills: 1. Ability to guide and lead a team of leaders | 2. Strong in data reading and implementations skills | 3. Should be able to think out of the box | 4. Must be good communication | 5. Should be comfortable working 24/7 and 365 days work culture | 6. Should agile & a quick learner | 7. Should have a ability to inspire and work under pressure. Exp- 5 to 8 Yrs. Exp needed as a Lead in content moderation project. Shift:24*7(Night)

Strategy and Planning * To drive the business by tagging the potential customers * To increase store sales and forecast the upcoming store opportunity * To drive the profitability of the store * To maintain the Store Service Level Agreement(SLA) Project Management, Financial Planning & Budgeting * To achieve the store target and focus on gross margin of categories * To control the shrinkage and perform periodic audit * To maintain the break even business and also focus in bottom line of store * To control the Operational Expenditure of store * To optimize age of inventory and ensure stock turns * To maintain a competition mapping matrix and communicate timely feedback w.r.t product, price and promotions. * To implement marketing plans for the store and drive sales promotion and events for the store People Management * To control Attrition * To recognize and develop talent * To optimize manpower resource for category * To aid in functional and behavioral training * To mentor sales assistance through training and career planning * To update category and store associates on latest development in new product/brands and presentation/selling technique * To ensure timely review and feedback takes place for all store employees Policies, Processes & Procedures * Monitor sales figure/ inventory planning * Adhere to Mockshop guidelines * 100% Standard Operating Procedure (SOP) Implementation and Adherence by team * Ensure Negative Inventory Control * Statutory Compliance To ensure adherance of Store SOP. * Conduct Store SOP training frequently. * Maintain Store Ranking Customer * To ensure that the stores follow the Visual Merchandising (VM) guidelines * To ensure that sales team meets customer’s need * To understand customer needs and fulfil required gaps by suggesting the most optimal solution w.r.t. product, services and customer care in a timely manner * To maintain the customer index and connect with customer timely and promote the store activities and promote the sales * To ensure Conversion, Available To Ship (ATS) and NOB as per target. * To ensure NPS achievement should be more than 85% objectives.

Email your resume to: Raveena@wissenpro.com or Khushi@wissenpro.com Job Description: We are seeking an experienced Team Leader to oversee day-to-day operations in our BPO/KPO environment. The ideal candidate will be responsible for driving team performance, managing key metrics such as Attrition, Shrinkage, AHT (Average Handle Time), CSAT, and SLA compliance , and ensuring high levels of employee engagement and client satisfaction. Key Responsibilities: Lead and manage a team of associates to achieve defined KPIs. Monitor and control Attrition, Shrinkage , and ensure optimal resource utilization. Track and improve AHT , FCR (First Call Resolution), and quality scores. Conduct regular team meetings, coaching sessions, and performance reviews. Collaborate with operations and HR to address performance and behavioral issues. Prepare and analyze reports on operational performance and present insights to management. Key Skills: Strong command over operational metrics like Attrition, Shrinkage, AHT, CSAT, and Productivity . Leadership and people management skills. Excellent communication and conflict resolution abilities. Experience with CRM/ticketing tools and reporting systems.