Team Lead

Role Description

Team Lead is responsible for both executing and reporting upon their core team's work order.They are subject matter experts with a thorough understanding of team specific tools, workflows,and policies, and act as the interface between management and the operators. Should have goodpeople management skills and drive team to meet SLA's

❏ Deliver project requirements, expectations, and timelines

❏ Responsible for operational efficiency & effectiveness of the teams

❏ Ensure the team meets all contractual SLA targets along with helping others to meet the same

❏ Perform work allocation and queue management for the team to manage any volume fluctuations

❏ Monitor performance, identify improvement areas, implement action plans and track them to closure.

❏ Manage customer support metrics like CSAT, TAT, ASA, AHT etc. and enhance their usefulness by improving correlation with customer satisfaction.

❏ Address or escalate workflow, modeling, and policy clarifications

❏ Manage dispute resolutions by engaging QC team and Policy Engagement functions.

❏ Identify automation/optimization opportunities and develop technical solutions to drive such changes.

❏ Drive skill enhancement initiatives in the team through knowledge sharing, cross training and rotation

❏ Champion RCA efforts and inculcate culture of data driven deep dive analysis in the team.

❏ Drive policy/process related change management initiatives

❏ Responsible for managing attendance, attrition, performance, feedback of the team members

❏ Conduct annual / bi-annual appraisals

•        3 to 5 years of overall experience team handling

•        Open to working Night Shifts and Rotational Shifts

•        People Centric and will be directly responsible for Retention

•        Will be responsible for reporting and dashboards

•        Directly answerable to clients when needed

•        Able to push team for optimum results and high productivity

•        Will be required to Train agents if needed

•        Needs to support new batches from a Nesting perspective

•        Remote Agent handling experience or potential

•        2+ years of experience in team leading / people management in a customer support environment

•        Strong problem-solving skills and excellent attention to detail

•        Ability to multitask and successfully operate in a fast paced, team environment

•        Should possess good analytical and issue resolution skills, and be able to think beyond the norm