Team Leader

Gratitude Inc

309 Views

1 month ago

Team Leader

2-6 Year(s)

Kuala Lumpur

Job Description

Key Skills

Customer Service Team Building Team Leader Team Management

2 candidate(s) have already applied for this Job. Apply now

•   Managing a team of 20 to 25 FTE's

•   To understand the complete process and its SLA.

•   Ability to understand the CTQ parameters that affect the process and work on them.

•   Ability to gauge the caliber of agents and train them accordingly

•   Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.

•   Ensure that the internal/external targets are meet and the team shows continual improvement month on month.

•   The role holder will be accountable for self-performances of the team he is aligned to.

•   Communicate effectively with the client to resolve issues and disseminate updates on the floor.

•   Client, Customer & People Management Effective performance planning for self and team and time management and skill to self-organize.

•   Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee situations Handle escalations for the team

•   Work as a Single point of contact for all non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues

•   Timely closure of all processes and other requirements for self and Team.

•   To lead a team's available resources in order to deliver a quality service to customers in line with agreed service standards

•   Quality and Process Improvement Initiatives

•   Ensure feedback for the process/Continuous Process improvement.

•   Team's Career Planning/manage team performance & expectation

•   Evaluation of operational practices and procedures.

•   Participate in client call, calibration calls

•   Good excel and presentation Skills

•   Maintain self-knowledge of product by self-productivity, audit team work on quality parameters

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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.