Eviden, part of the Atos Group, with an annual revenue of circa € 5 billion is a global leader in data-driven, trusted and sustainable digital transformation. As a next generation digital business with worldwide leading positions in digital, cloud, data, advanced computing and security, it brings deep expertise for all industries in more than 47 countries. By uniting unique high-end technologies across the full digital continuum with 53,000 world-class talents, Eviden expands the possibilities of data and technology, now and for generations to come.Shift Schedule: NightshiftWork Setup: OnsiteQualifications:At least 5 Years of total work experience with minimum 3 years in team lead roleShould have experience in Back Office LOB; must have handled at least two accounts in line with Account Receivable, Billing/Invoicing, Order Management, Credit Management, Collections, Cash Applications and/or exposure to financial/insurance industryExperience in Process Improvement, Cost Savings, and Gap AnalysisTeam Player with proven ability to lead and drive initiatives through teams more than 30 people for at least two years (except quality)Must have excellent communication skillsMust be willing to work in any shift, holidays, overtimes, and weekendsJob Description:Manages and oversees teams' over-all performanceMentors Team Captains, POCs and OICs through formal channelConducts regular evaluation as well as coaching sessions to improve individual and team performanceAssists in selection of agents to be promoted to future management postsResponds timely and accurately to escalations and assists direct reports in resolution of escalations on the area of specific supportAnticipates and foresees the requirements of customers based on previous data and precedentsGenerates reports based on team deliverables and present to management an counterpartsIdentifies problems, analyzes trends and implements corrective and preventive actions using quality toolsSchedules, coordinates, and facilitates client communicationWorks closely with counterparts/POCs to identify loopholes and process gapsSupport projects related to quality improvement and handles ad hoc tasks to support objectives of the managementParticipates in business conference calls and knowledgeable in creating client presentationsLeads goal-setting review to ensure challenging and stretched goals and assignments for the team in support of the over-all businessPerforms staffing projection complementing work volume and make necessary proposals to business unitMonitors schedule of employees to ensure proper shift coveragePlans, assigns and direct work to the employees in cooperation with the team captains and deputy manager to manage workload and projectsIdentifies and documents changes in the roles, responsibilities and accountabilities and workload of employees to properly determine volume headcount - ratio and work scopeAdheres to the regularization, performance appraisal and rewards and recognition programsIdentifies functional/behavioral training & developmental needs of employees to support team goals and objectivesMonitors adherence to ethics and Code of Conduct and implements disciplinary action in compliance with the requirement for due process and communicate policies, programs, and decisions that affect employeesPlans, organizes, and coordinates team activities to enhance team camaraderie and employee engagementUnderstand and seeks critical information and data needed by the team and keeps management informed and updated on matters affecting their team morale and performanceCollaborates and networks with other leads to complete assigned projects and programsLet's grow together.
