Team Leader

Responsibilities

Operational

• Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA
• First level escalation point of contact for the local BU/Global Team
• Responsible for the project execution, monitoring KPIs and Target compliance
• Leads the team in ensuring compliance to provisions/commitments as stipulated in the Client Service
• Monitor the team performance and provide regularly updates for specific KPIs, ensuring workload compliance and Develop and share knowledge with the team
• Oversees effective resource allocation to meet both productivity and quality metrics
• Documents issues as needed and ensures adherence to policy and procedures
• Manages process, resources, and system applications
• Follow standard practices and business procedures.
• Performs ad hoc data analysis and participates on various process improvement as needed.
• Validation and QA/QC – Perform validation checks for operational processes and data inputs/outputs.
• Responsible for complying the internal quality standard.
• Validate that the information gathered from third-party sources represents accurate new data that should result in an update, creation, or deletion in existing data.
• Perform functions as directed by the immediate superior and local office project lead.

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 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.
• Organizes the monthly team outings in coordination with the associates and the team members.