Team leader
Gratitude IncTeam leader
Job Description
Key Skills
5 candidate(s) have already applied for this Job. Apply now
Responsibilities
Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within
the agreed SLA frameworks
● Manage and optimize workflows (pipeline and individual work queues) through appropriate resource planning
and utilization
● Monitor breaches and complaints to ensure smooth functioning in accordance to the pre-set deadlines,
procedures and service standards
● Participate in calls with the onshore stakeholders to understand expectations, provide feedback and reports
and resolve queries or escalations
● Identify, facilitate and implement process improvement initiatives to improve efficiency
● Execute business transformation activities within the team
● Achievement and maintenance of competence, defined by the company’s Training and Competence (T&C)
Scheme
● Coordinate with the L&D team to conduct needs analyses and facilitate/impart skills trainings for the team
● Coordinate with the Onshore BAs / Process Leaders to conduct needs analyses and facilitate/impart process
related training for the team
● Liaise with Business Planning & MI team where required for resource planning
● Report on team performance, customer feedback and daily activities
● Liaise, coordinate and manage relationships with other departments and onshore teams
● Monitor and manage leaves, attendance, breaks, attrition, etc for the team
● Co-ordinate with internal support functions to help resolve issues for the team
● Participate in the recruitment process of new Executives
● Lead, develop and coach Team Members and Process Leaders
● Implement the rewards and recognition program
● Prepare periodic and accurate MI reports for internal and external reporting purposes;
● Conduct periodic performance appraisals and feedback sessions for Team Members and Process Leaders
● Has supervisory or people management responsibility, with a particular emphasis on maximizing the
performance of those that work for them.
● Is responsible for an element of business unit performance i.e. SLA and Regulatory frameworks.
● Champions TCF among the team, ensuring it is built into all relevant objectives.
● Highlight/Escalate issues within the team and aim for resolution
● Attain all regulatory certification as per role requirement
Role
Team Leader -(NonTechnical)
Timings
Flexible (Permanent)
Industry
BPO
Work Mode
NA
Process
Voice
Functional Area
ITES / BPO / Operations / Customer Service / Telecalling
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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