Role Objective
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 good people management skills and drive team to meet SLA’s
Role & Responsibilities
- 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
Experience / Skills
- 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