01Overview
Call Apoorva 9986600010
Olin 7848820049
International voice experience mandate
Job Title:
Team Leader, Operations
Job Description
Role and key responsibilities:
Responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
Work and attendance monitoring in accordance with organization policy and applicable legal requirements
Regularly impart effective coaching to direct reports, 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 programs
Associate 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
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 adaptable schedule
Educational Qualification : Graduation/ Undergraduate .
