Team Lead - Scorer

Responsibilities

• Knowledge and Experience in the Ed-Tech Domain
• Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters
• Proven track record in managing processes, streamlining workflows and excellent people management skills.
• Need to be a people centric manager who could articulate the employee challenges to the management as well as motivate the team towards desired project goals.
• Circulate quality dashboards at agreed periodic intervals to all relevant stake holders

• Strong organizational, planning and analytical skills

• Basic arithmetic and statistical skills for analysis of data and generation of reports
• Problem solving skills

• Maintaining and Ownership of reports both internal as well as for the clients.
• Presenting the data and provide deep insights about the process to the Clients as well as Internal Management.
• Managing and co- ordinating training programs.
• Excellent in Coaching and providing feedback to the team. Take necessary HR actions as part of the Performance Improvement Process.

Key Performance Indicators

• Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances
• Listens to calls and coaches the team to enhance performance & Monitors the calls/emails taken by the associates and provides them feedback
• Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback
• Ensuring that the key Service Level Agreements are met consistently without any exceptions.
• Leverage all Operational metrices to ensure that the Revenue and Profitability targets are met and exceeded. 
• Work in tandem with all Business functions to ensure smooth business process.
• Retention of key team members.

• Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary
• Devises strategies to minimize attrition & absenteeism

• Organizes training program for the associates
• Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements

• Holds team briefing and de- briefings before and after each shift
• Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs

• Initiates and administers the rewards and recognition program for the team