Senior Group Lead

About this role

• Management of daily activities of a team size of 90-100 analysts
• Capacity Planining, SLA Managment, Client Relationship
• Experience in Data Analyst experience
• Ensures achievement of all system, team and individual Customer Service goals and standards
• Manages Key performance indicators
• Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
• Responsible for administrative aspects including reporting
• Superior communication (oral, written), presentation, and interpersonal skills
• Demonstrated ability to develop and implement process enhancements including technology and performance
• Ability to plan, prioritize, organize and communicate with client
• Proficiency in Work-force management applications, Quality tools and technologies,
• Experienced in goal-setting (defining and prioritizing specific, driving objectives)