Team Leader
Date:
Dec 15, 2024
Location:
Melbourne, VIC, AU, 3000
Requisition ID:
11543
Description:
Corporate:-
- 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.