Team Leader
Gratitude IncTeam Leader
Job Description
Key Skills
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.
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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