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
