The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

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Role and Key responsibilities:

Responsible for the day-to-day supervision of a group of Game Changers including work and attendance monitoring in accordance with organization policy and applicable legal requirements
Regularly impart effective coaching to team members, enabling consistent high-performance delivery
Identify performance related issues, develop an action plan for improvement and implement corrective action,
Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations
Communicate expectations to employees and provide timely updates
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development training
Promote CNX values- walk the talk and lead by example
Exercises independent judgment and discretion in the performance of the said main function to implement management policies
Support and manage the program together with other Team Leaders and Managers
Provide input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization s policies and applicable legal requirements Manage team members on a regular basis and write and deliver performance appraisal

Key skills and knowledge:

Graduation in related field with one to three years of relevant experience- preferred (Mortgage Experience preferred)
Highly motivated individuals with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to completion
Strong communication skills, both written and verbal
Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables
Ability to mentor, coach and provide direction to team members
Willingness to work in a flexible schedule

Educational Qualification: Graduation

Location:

IND Bangalore - Manyata Blk D4, 1st Floor

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