Team Lead

• 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 

Qualification & Experience 

Critical: Any Degree (Pass/Fail) 

• Graduation is a must in any stream of Education 
• 2-4 years’ experience in people manager’s role 
• 5-6 years’ experience in contact centres managing call and email operations 

Desirable:  

• Post graduation in any stream