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Job Id: 310
Job Title: Shift Lead - Powerpoint Specialist
Industry: BPO & KPO
Functional Area: ITES / BPO / Operations / Customer Service / Telecalling
Salary: 6 Lac - 8 Lac
Job Location: Mumbai
About the Client

Our client is a trusted, global provider of award-winning, legal, document, research and business support solutions to leading law firms, corporate law departments, financial institutions and professional services firms.

Job Description

*Provide updates to the trainers for updating the training curriculum based on approved changes in style guide

*Contribute to best practices for Production, Proofing, Quality Checks etc. - keep Company & Client Manager updated

*Following up on the Buddy program

*Monitor operators quality, efficiency, etc. and provide feedback/ coaching/training wherever required post approval from Comapny & Client Manager

*Will have complete ownership on quality of the shift and will be accountable for non-performers

*Provide updates to Company and client Manager for any training/coaching requirement for Company operators

*Keep track of all ad-hoc L&D programs and schedule associates as per the available bandwidth

*SPOC for quality project implementation

*Maintain the daily, weekly, monthly and quarterly reports

*Ensure that the quarterly assessment feedbacks are provided to operators (by the trainer) and update Company/ Client Manager on any requirements for refresher

*Conduct PIP for low performing associates

*Document all feedbacks and get sign off from the associates on PIP

*Conduct operators performance progress meeting with Company & Client Manager

*Ensure accurate record keeping and time tracking

*Contribute to all the operators Half Yearly/Yearly appraisals

*Report to Client Manager on all communications/escalations related to Client staff

*Maintain confidentiality of all the information accessible to the Shift Lead

*Agree on weekly/monthly goals with Company and Client Manager

*Ensure adequate staff attendance and manage call outs and backups

*Keep track of planned and unplanned leaves and inform the Company and Client Manager of the impact

*Resolve people issues and involve Company Manager in cases of escalation

*Manage the workflow coordinator and ensure effective job allocation

*Maintain the timesheet

*Should maintain professional relationship with Client staff and leadership

Desired Candidate Profile

*Ability to work in a fast paced deadline driven environment

*Ability to multi-task and prioritize workload

*Should be flexible to work on-site (Client office)

*Willingness to work on rotating shifts (including weekend shifts)

*Strong Coordination skills

*Relevant experience with MS Office (PowerPoint, Word & Excel)

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