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Job Title: Workflow Management Team Lead

Location: Gurgaon

As the Workflow Management Team Lead, you’ll be responsible for overseeing, managing, and evaluating the effectiveness of a workflow operations team.

Position Responsibilities: 

• Improve metrics, and push teams to continue to reach and surpass KRA’s
• Drive initiatives to meet SLAs on business metrics like CSAT, Quality and Timeliness
• Compile and report weekly, monthly and quarterly metrics. These reports are shared with the management team to evaluate performance and with analysts for training and improvement.
• Coordinate with Internal/External stakeholders/ managers to set KRA’s, share feedback, and implement changes
• Hold 1:1 meeting with each individual team member to discuss performance along with work related and non-work related issues
• Demonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed

Required Skills:

• Client service mindset: ability to make decisions in the best interests of clients
• Strong reasoning and logical thinking skills: Ability to analyze customer issues along with his/ her account information to narrow down the funnel and identify possible root causes of issues
• Continuous Improvement mindset: be able to understand, analyze and make recommendations for improvement for internal processes, where appropriate. 
• Comfort with ambiguity: in cases not covered by documented workflows/instructions, ability to make appropriate decisions.
• Highly responsive and productive under time pressure: able to consistently deal with multiple tasks assigned to him/her and prioritize work accordingly
• Learning ability: curiosity to continuously keep learning and keep oneself updated with ongoing changes in the product