Team Lead - CCS US&C

Date: Aug 5, 2022

Location: Mumbai, IN

Company: Carestream Health

Position Summary:

The BOC Team Lead (Operations Mgr, reporting to Service Delivery Leader) will be leading US & Support Teams (8-12 Team-members specializing in Order Management, Ticketing, Service contracts etc. for Multiple regions) and would be responsible for the daily operations by meeting established Key Performance Indicators and Service Level Agreements on an ongoing basis. She / he will make sure that agreed processes, business practices, and standards are applied and followed. The role will also be responsible for delivering exceptional services to end-users and customers with a well-performing team. This requires excellent team management including hiring, onboarding, training, developing, recognizing, and coaching of the team members

Position Responsibilities:

•    Set clear and customer-focused expectations for the Team to make sure that goals are understood and ultimately met.
•    Measure and review the performance of the Operations on a daily basis and take corrective and preventive actions in case of misses and/or negative trends.
•    Provide leadership on root cause analysis and corrective actions related to operational issues.
•    Analyze daily reports and benchmarks on performance, effectiveness, and service excellence.
•    Make sure standard processes are followed by all team members
•    Identify improvement opportunities in the operation and share improvement ideas with the local Management.
•    Analyze and manage workload and equally distribute activities among team members.
•    Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
•    Respond to and resolve employee work-related issues.
•    Provide continuous evaluation of everyone’s performance against goals and apply corrective actions as needed.
•    Develop, motivate, recognize and reward employees and team members according to their needs and contribution.
•    Ensure employees have appropriate training to perform their jobs.
•    Provide regular feedback on performance, individual performance trends, and developmental areas to each team member.
•    Address disciplinary and/or performance problems according to company policy.
•    Be available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction, and resolution.
•    Lead or contribute to identified and approved special projects.
•    Properly deploy process changes as requested by the BOC Director / BOC Manager / Leadership Team.

Required Skills & Education:

•    Graduate in any stream. MBA preferred.
•    More than 2 years in team-leadership role in a customer service environment.
•    More than 2 years working in a global environment
•    People management & Team motivation. 
•    Quality methodologies, ideally 6 Sigma Black/Green Belt certified.
Work Schedule:
•    Monday to Friday 9 hours shift between 06: 30.PM and 03: 30.PM Mumbai time. Flexibility to adjust times to achieve results is a must
Computer Skills:
•    MS Office Suite (Excel, Power Point, Visio)
•    MS Outlook Lotus Notes or equivalent
•    SAP knowledge
•    Worked on C4C Hannah and Genesys (Preferred)

Competencies and Abilities:
•    Customer first mentality. 
•    Problem-solving attitude. 
•    Strong decision-making & analytical thinking. 
•    Ability to work under pressure.


Desired Skills:

•    Strong written and verbal communication skills
•    Excellent team-management
•    Strong numerical skills
•    Business acumen 
•    Cross-cultural and cross-regional stakeholder management

Work Environment:

  • Monday to Friday 9 hours shift between 06: 30.PM and 03: 30.PM Mumbai time. Flexibility to adjust times to achieve results is a must

Physical Requirements: