Team Lead - International Voice process

About the Company

Team Leader Operations is dedicated to providing exceptional service and support to both external and internal customers. Our mission is to foster a culture of collaboration, innovation, and excellence.

About the Role

The Team Leader Operations will be responsible for managing delivery operations, ensuring customer satisfaction, and leading a team to achieve performance targets.

Responsibilities

• Acts as a point of contact for the resolution of escalations, enquiries and complaints from external and internal customers and providing plan of actions with execution adherence
• Ability to look for alternative solutions for problems identified; Takes decisions based on logical reasoning and relevant information.
• Has hands on experience in handling daily deliverables and leads by example to his/her team members
• Has a sound understanding of policy, procedures and regulatory compliance enough to guide others
• Answers inquiries by clarifying desired information; researching, locating, and providing information
• Maintains customer records by updating account information on a regular basis
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Prioritizes work in alignment with Teams goals, and acts accordingly
• Maintaining SLA target monthly to achieve desired KPI s including absenteeism and attrition within the team
• Able to interpret metrics / data
• Fulfils requests by clarifying desired information; completing transactions; forwarding requests.

Qualifications : Graduate

Required Skills

• Ability to multi-task and conduct business training (pre-process & process), handle quality & MIS
• Work with Supervisor in effective planning of manpower.
• Identify probable attrition and take measures towards retention
• Attrition and Absenteeism -control and maintains threshold
• Assumes responsibility for work activities and coordinating efforts

Preferred Skills

• Managing an average team size of 15-20 members
• Approachable and supportive towards the team. Also, we should have the ability to motivate the team in the right direction to achieve the targets
• Regularly organizing huddles to update the product & process changes.