Team Leader

About this role

• Education- Graduate /Post Graduate – preferably MBA graduates Knowledge of CRM tools & MS office tools, especially (Excel, PowerPoint)
  
  

• Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues.
• Respond through email and chat.
• Provide updates and submit reports related to own area of work.
• Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
• Identify & suggest Business improvement opportunities.
• Identify & drive opportunities to enhance service delivery & Customer experience.
• Identify cost optimization opportunities.
• Drive business excellence to add value to client.
  
  

• Provide information, educate customer, troubleshoot, probe and fix issues.
• Interact with Customers (internal / external) to meet process deliverables.
• Create status reports for Customers (internal/external).
• Prepare and report process performance metrics to the Customer with the assistance of the Operations Manager.
• Manage and resolve escalations and issues raised by Customers and Process Specialists.
• Seek regular feedback from Customers and communicate to the team.
  
  

• Ensure adherence to Quality norms and processes.
• Ensure individual & team SLAs are met on processing transactions (if applicable).
• Ensure process guidelines are followed and met as documented.
• Initiate and deliver on process improvement projects to improve process efficiencies.
• Innovate opportunities to automate & reduce manual interventions.
• Discuss/ suggest the way forward, improvement areas to the Customer/process.
• Drive a culture of continuous improvement within the team.
  
  

• Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.
• Conduct analysis, track services delivered.
• Review process audit findings and take corrective action to prevent negative results.
• Conduct Quality checks & periodical reviews for process adherence.
• Handle supervisory calls and report to manager on performance, status and any escalations.
• Responsible for daytoday work, process flows and constantly endeavoring to be able to lead the team from the front.
• Manage and ensure resolution of escalations and issues raised by customer.
• Track process spends and highlights variances.
• Interface with other departments for getting required assistance or support for the team.
• Manage available resources between sub processes and ensures that the entire project deliverable is met.
• Optimum resource utilization through cross training initiatives, buffer management.
• Engage with other processes to understand and implement best practices.
  
  

• Contribute to and participate proactively in knowledge sharing sessions.
• Participate and contribute to organizational activities.
• Provide work direction and guidance to team members.
• Establish systems and procedures in the team.
• Groom self and team to support vertical growth.
• Allocate work and tasks to the team.
• Report to the manager on performance, status and any escalations.
• Facilitate and participate proactively in knowledge sharing sessions.
• Conduct team building activities to enhance motivation.
• Conduct performance appraisals for team members– provide input into the learning and career plans for team members.
• Identify training needs of team members and provide coaching support to them.
• Conduct process training or refresher training if required.
• Review VOC scores, provides feedback and recommend refresher training whenever necessary.
• Resignations / Absconder communication to Operations Manager.
• Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.
• Manage attrition and absenteeism.
• Support recruitment efforts for the team.
• Conduct knowledge transfer sessions for new joiners in the team.
  
  

• Speaking English
  
  

• After Sales & Service (Tech)