Job Description
BASIC PURPOSE:
The team leader will manage the people, processes, and stakeholders for a given process. Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks (Productivity/TAT/accuracy)
ESSENTIAL FUNCTIONS:
- Ability to lead team size of 15 to 20 associates.
- Ability to listen and communicate effectively.
- Should be able to direct team's effort to meet the set process SLAs consistently.
- Basic understanding of Quality concepts like Lean & waste identification
- Ensure relevant processes are followed on the operational floor.
- Conduct calculations to determine the staffing requirements every quarter. This calculation should be shared with the Managers.
- Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks.
- Manage and optimize workflows (pipeline and individual work queues) through appropriate.
- Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations.
- Identify, facilitate, and implement process improvement initiatives to improve efficiency.
- Measure and review the Quality and productivity of the team and provide one to one feedback to ensure high quality and discipline.
- Handle customer complaints and escalations efficiently.
- Manage team absenteeism, attrition, attendance, breaks and conduct.
- Drive Customer Service positively and motivate team members to provide great customer service.
REPORTING RELATIONSHIPS: Associate & Senior Associates
