Team Lead

Role Description

Team Lead is responsible for both executing and reporting upon their core teams work order. They are subject matter experts with a thorough understanding of team specific tools, workflows, and policies, and act as the interface between management and the operators. Should have good people management skills and drive team to meet SLAs

Deliver project requirements, expectations, and timelines

Responsible for operational efficiency & effectiveness of the teams

Ensure the team meets all contractual SLA targets along with helping others to meet the same

Perform work allocation and queue management for the team to manage any volume fluctuations

Monitor performance, identify improvement areas, implement action plans and track them to closure.

Manage customer support metrics like CSAT, TAT, ASA, AHT etc. and enhance their usefulness by improving correlation with customer satisfaction.

Address or escalate workflow, modeling, and policy clarifications

Manage dispute resolutions by engaging QC team and Policy Engagement functions.

Identify automation/optimization opportunities and develop technical solutions to drive such changes.

Drive skill enhancement initiatives in the team through knowledge sharing, cross training and rotation

Champion RCA efforts and inculcate culture of data driven deep dive analysis in the team.

Drive policy/process related change management initiatives

Responsible for managing attendance, attrition, performance, feedback of the team members

Conduct annual / bi-annual appraisals

3 to 5 years of overall experience team handling

Open to working Night Shifts and Rotational Shifts

People Centric and will be directly responsible for Retention

Will be responsible for reporting and dashboards

Directly answerable to clients when needed

Able to push team for optimum results and high productivity

Will be required to Train agents if needed

Needs to support new batches from a Nesting perspective

Remote Agent handling experience or potential

2+ years of experience in team leading / people management in a customer support environment

Strong problem-solving skills and excellent attention to detail

Ability to multitask and successfully operate in a fast paced, team environment

Should possess good analytical and issue resolution skills, and be able to think beyond the norm