Job Responsibilities:
Ø The Team Lead will be responsible for understanding operational requirements, researching best practices, and maintain highest level of performance of the team as per defined KPI.
Ø Manage day-to-day activities, prioritize and make risk / impact assessments within existing processes and procedures towards achieving the KPI targets.
Ø A Good Leader with an attitude of driving performance metrics assertively.
Ø Worked in night shift (preferably US/UK shift), ready to work on rotational shifts.
Ø Give direction to team members to ensure all customer queries are rightfully attended to on time and in the best way possible, and provide customer delight to improve the CSAT scores.
Ø Ability to cultivate a team environment that provides exceptional client interactions and ensuring all staff members perform at a consistently high level.
Ø Effectively and efficiently manages direct reports, team's priorities, workload, and resources.
Ø Ability to motivate, instil accountability and achieve results.
Ø Monitoring the effectiveness of a team of Process Associates and reports on metrics.
Ø Provide day-to-day coordination on the activities of the team and monitor team performance.
Ø Act on team members' feedback and resolve any issues or conflicts within the team.
Ø Ability to identify training needs and coach the process associates whenever required.
Ø Ability to identify root causes of performance deviation on a regular basis and provide timely feedback to the team members to bring up the performance level.
Ø Ability to prepare MIS reports (Working knowledge of MS Excel, Word and Power Point) and present to internal and external stakeholders if / when required.
Ø Ability to interact with end Customers whenever required and manage escalated calls.
Ø Regular call quality monitoring of the team members and provide constructive feedback to improve the team's overall quality as per defined parameters.
Ø Use company guidelines, team inputs and own initiative to ensure attendance targets are achieved every day.
Ø Attending and responding to written / electronic correspondence and liaise closely with onshore Functional teams for day-to-day operations.
Role: Team Leader
Role Category: Operations
Industry Type: BPO / Call Centre
Functional Area: Customer Success, Service & Operations
Keywords: Team Performance, Performance Metrics, CSAT, Customer Service, Shrinkage
CTC: From 4 lacs 80 thousand per annum Up to 6 lacs per annum (Depending on Experience and Previous CTC)