Assistant Team Lead

Stellar Innovations; Tamil Nadu; Presencial; INR 450.000 - 650.000; Tempo integral

Resumo da vaga

Stellar Innovations is seeking a Team Leader for non-voice/ backend operations in Sholinghur, Ranipet. You will supervise typing and data processing teams, ensuring productivity, quality, and adherence to SLAs while coordinating with the Operations Manager to distribute workload effectively.

The role requires 2–3 years in a similar capacity, strong MS Excel skills (VLOOKUP, Pivot Tables), and high-speed, high-accuracy typing.

Qualificações

• Proven experience in non-voice/backend operations.
• Minimum 2–3 years in a supervisory or SME role.
• Strong typing speed with high accuracy (35–40 WPM, 98%+).
• Proficient in MS Excel (VLOOKUP, Pivot Tables) and Word/Docs.

Responsabilidades

• Oversee daily non-voice operations to meet productivity, quality, and TAT targets.
• Act as primary liaison between agents and Operations Manager for smooth workflow.
• Drive process improvements for high-volume typing/keystroke environments.
• Assign tasks to team members based on capacity to balance workload.
• Conduct regular audits to ensure client formatting, grammar, and data accuracy.
• Monitor KPH and Production Logs to meet SLAs and reduce TAT breaches.
• Manage attendance, shift adherence, and break schedules for full floor coverage.
• Lead daily huddles to discuss errors and speed improvements; train on macros and style guides.
• Support onboarding and nesting of new hires with hands-on training on project tools.
• Provide feedback via weekly scorecards and assist with disciplinary actions if needed.
• Escalate critical issues to IT or Operations promptly.
• Prepare and present daily/weekly MIS dashboards to management.

Conhecimentos

Typing & data entry

Team leadership

Quality assurance

Process improvement

MIS reporting

MS Excel

Ferramentas

MS Excel

MS Word

Google Docs

Descrição da vaga

Role & responsibilities

Location - Sholinghur, Ranipet

• To oversee the daily non-voice operations (typing/data processing) and ensure the team meets productivity, quality, and turnaround time (TAT) targets.
• To act as the primary point of contact between the production agents and the Operations Manager, ensuring seamless workflow distribution.
• To drive process improvement initiatives specifically tailored for high-volume typing/keystroke environments.
• Workflow Management: Assign daily typing/data entry tasks to team members based on capacity, ensuring an even distribution of workload to avoid backlogs.
• Quality Assurance: Conduct regular audits of typed content to ensure 100% adherence to client formatting guidelines, grammar rules, and data accuracy standards.
• Productivity Tracking: Monitor real-time Keystrokes Per Hour (KPH) and Production Logs; ensure the team consistently meets or exceeds the projects defined Service Level Agreements (SLAs).
• Queue Management: Actively monitor the pending inventory/queues and re-prioritize tasks during peak volumes to maintain strict Turnaround Times (TATs).
• Team Supervision: Manage attendance, shift adherence, and break schedules to ensure 100% floor coverage during operational hours.
• Coaching: Conduct daily huddle meetings to discuss error trends, typing shortcuts, and speed improvement techniques.
• Training: Assist in the onboarding and nesting of new hires by providing hands‑on training on the project's specific typing tools, macros, and style guides.
• Performance Reviews: Provide constructive feedback to agents based on their weekly scorecards; manage disciplinary actions and motivation strategies to reduce attrition.
• Escalation Handling: Resolve internal team conflicts and resolve critical system/process issues to the IT or Operations team immediately.
• MIS Reporting: Prepare and submit daily/weekly performance dashboards to upper management, highlighting team efficiency, error rates, and TAT breaches.
• Process Documentation: Ensure all process updates are documented and communicated clearly to the team via email or shared drives.
• Experience: Minimum 2–3 years of experience in a Non-Voice/Backend operations process, with at least 1+ years in a Team Leader or Senior Agent (SME) capacity.
• Typing Proficiency: Minimum typing speed of 35–40 WPM with high accuracy (98%+) to effectively audit and assist agents.
• Technical Skills: Advanced knowledge of MS Excel (VLOOKUP, Pivot Tables) and proficiency in MS Word/Google Docs.
• Soft Skills: Strong problem-solving skills, excellent written English communication (since it is a typing project), and the ability to multitask in a high‑pressure environment.
• Flexibility: Willingness to work in rotational shifts (if applicable) and stretched hours during month‑end or high-volume spikes.