Team Leader

Operational

· Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA.

· Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.

· Floorwalks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities of customer service associates \

   to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.

· Strong organizational, planning and analytical skills.

· Basic arithmetic and statistical skills for analysis of data and generation of reports.

· Problem solving skills

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/chat taken by the associates and provides them feedback.

· Interacts with the quality team to seek feedback on the team’s performance and team quality scores.

· Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.

· 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 administrativerequirements.

· 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 andteam SLA and KPIs.

· Initiates and administers the rewards and recognition program for the team. · Organizes the monthly team outings in coordination with the associates and the team member

Required: Required: 1-2 years of supervisory experience or 3-4 years of experience as an associate.

Excellent knowledge of MS Office and especially 'Excel'.

Graduate is must