As an FLM or Team Lead (TL), you lead and manage a team of production specialists in assigned queue/ process and build a healthy & productive work environment. You are responsible for meeting the assigned productivity and quality targets for the team, which includes driving performance through CPMs, quality, compliance metrics and employees engagement & retention. You also mentor and troubleshoot team issues as first level of escalation. - Responsible for managing team of Production Specialist - Responsible for responding back to the client and internal stakeholders in an efficient and professional manner - Handles and resolves customer complaints- identify and escalate priority issues - Build a strong personal customer rapport and establish engagement to drive positive customer experience - 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 - Identify coaching needs for the team members and providing required support and followup on a timely basis - Data Analysis - Analyzing data short term long term trends, report generation, graphical representation, business analytics report, management reports - Data Reporting - Create and Maintain Location customer facing reports & Dashboards - Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition - Identify the challenges in meeting CPMs and work on action plan. Effectively communicate with Client / End Users - Understands Quality Assurance from Operations perspective - Understands vulnerabilities of products and services and works towards ZERO penalties - Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement; - Oversee the end to end management of the Quality Assurance Specialists team - Ensure quality sampling targets (ISO) are met, systems and measures are robust. Collaborate with internal and external stakeholders to deliver to the business’ strategic plans in relation to quality improvement - Act as the point person for escalations/queries around the remediation work Manage stakeholder expectations Must Have - Operating procedures - Service Levels - Process metrics - Coaching Skils - Eye for detail - People Management and Performance Managment - Analytical Reasoning - MIS awareness - Escalation guidelines - Regulatory requirements - Proficient with MS Office (Word, Excel, PowerPoint) Behavioral Skills and Attributes - Has the ability to make judgements based on practice and previous experience - Excellent communication skills in order to provide client service - Good listener and communicator who effectively conveys information verbally and in writing - Strong interpersonal and people management skills - Posess an ability to manage large and complex teams - Be able to work and communicate with the people across organizational units, clients, Onshore counterparts and other related teams - Strong analytical skills with an ability to solve issues with a win-win negotiation approach - Demonstrated and promote exceptional client service and the concept of clint delight - Have an attitude to coach, groom, develop and mentor people - Effectively plan leaves of the team ensuring business is not impacted - Be a good decision maker Geographic Information Systems(Maps)