Team leader operations

• Prior experience in financial services preferred. Should have exposure in managing Chat and voice line of business. 1.5 min years of experience as Team Leader in customer service domain.

• Manage a team of 20-25 resources.

• Accountable for the performance of the team aligned.

• Strong product / process knowledge and its SLAs.

• Responsible to meet all agreed client SLAs and performance parameters.

• Ensure complete participation in and contribution to organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.

• Ensure that the internal/external targets are met and the team shows continuous improvement month on month.

• Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service.

• Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer.

• To embody the spirit of excellence through team building, able leadership and sound people management skills.

• Identify areas of concern and under performance and take corrective measures.

• Be directly responsible towards fostering the development of the team by motivating them and ensuring career advancements.

• Provide hands on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring.

• Single point of contact for the team and the senior management through effective communication on key deliverables.

• Ensure quality reporting and work with the Operation Manager to build a highly effective measurement and reward systems based on data.

• Responsible for Customer/client interaction.

• Assist in scheduling and time management.

• Allocate work and prioritize.

• Perform real time monitoring.

• Evaluate and coordinate operational, administrative, IT and HR issues for the team.

• Forward non- resolvable issues to Operations Manager.

• Team specific attrition and absenteeism management.

• Team member performance management and identification of training opportunities.

Key skills knowledge:

• Excellent verbal and written communication skills

• Should be willing to work in shifts rotational, (24/7 environment) along with split weekly offs.

• Overall, should be a good team player with willingness to learn and drive to achieve.

• Good Excel PowerPoint skills and Reporting knowledge

• Should be able to drive Continuous Improvement in the process.

• Strong working knowledge of PC based Internet and software applications

• Ability to maintain highly confidential information.

• Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.

Educational Qualification: Graduation