Transaction Processing Senior Analyst

Job description

The responsibility of the team lead is to assist the manager in meeting the site metrics and goals by coordinating a team of up to 20 team members performing Transcription Services.

The team leads will also conduct periodic coaching sessions, performance evaluations of his her team members. Aside from managing operations, s he is also responsible in doing Quality audits, training and policy lead roles.

Desired profile

Qualifications :

DUTIES AND RESPONSIBILITIES

Oversee and manage a team within Transcription Services.
Develop and administer team schedules and performance requirements.
Identify improvement opportunities in process, and or team structure and suggest solutions.
Identify opportunities to improve user experience and communicate to delivery lead and client teams.
Serve as a leader within the team Interface effectively with other teams, delivery lead Interface effectively with client team.
Working Conditions:
Moderate to no travel depending on project involvement
Client holidays are observed instead of local holidays.
Cyclical work shift including work hours at night
Overtime may be required

KEY QUALIFICATIONS SKILLS
3 years of working experience, preferably with 2 years of domain knowledge on customer service agents
Proven ability to lead a team
Excellent oral and written communication skills.
Desired Quality Assurance experience auditing experience
Passion for learning and creative problem solving.
Strong computer applications skills i.e Office and related programs
Analytical skills.
Advanced written and spoken English communication skills
Flexibility to work straight night shift and overtime or swing shift.

Nice to have
Accurate and efficient with very good organizational skills and ability to manage tasks simultaneously
Adaptable to learn new processes, concepts, and skills.
Demonstrates the ability to work as part of a team adding positive attitude and business focus
Ability to motivate teams and maintain teams business focus
Ability to work in a fast paced work environment
Enjoying challenging opportunities
Very good communication listening skills
Ability to communicate in a dynamic environment throughout all management levels
Ability to solve urgent matters and work under pressure
Reliable, proactive approach to entrusted tasks