Team Lead , Salary Upto 12 L/A , Call Apoorva

Job Title:

Team Leader, Operations

Role and Key Responsibilities:

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Regularly impart effective coaching to team members, ensuring consistent high performance delivery.
• Identify performance related issues, develop an action plan for improvement and implement corrective actions.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations.

• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Stay current on internal work processes, policies and procedures. Attend required manager development training.

Key skills & knowledge:

• Associate's degree in related field with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.

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• Work well under pressure and follow through on items to completion!
• Strong oral and written communication skills; Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables.
• Ability to mentor, coach and provide direction to team members.
• Willingness to work in a flexible schedule.

Educational qualification: Graduation

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