Roles & Responsibilities:
- Create an inspiring team environment with an open communication culture
- Set clear team goals & oversee the day to day team operations
- Hiring, induction & coaching of team members
- Deliver the key metrics for customer support
- Responsible for ensuring schedule adherence by agents & desired productivity levels
- Monitor performance trends of the team members on various support metrics
- Analyze training needs & conduct 1-2-1 coaching sessions for bottom quartile agents
- Encourage the team towards customer-centricity & recommend process/product enhancements
- Listen to team members’ feedback and resolve any issues or conflicts
- Initiate consequence management steps as per company policy in case of consistent low performance by team members
- Delegation of tasks to high potential team members to build a culture of learning & development in the team
- Conducting weekly reviews & documentation of feedback
- Suggest & lead team building activities for team motivation & better rapport
Skill Set requirement:
- Minimum 2 years of Team leader experience
- Excellent communication skills
- Strong computer skills especially MS-Office
- Ability to motivate the team towards defined goals
- Strong negotiation skills & self-confidence
- Thinks outside-in - placing company & customer interests above team
- High on integrity & analytics skills
System Requirements
- Minimum 15Mbps wired internet connection
- Minimum i5 processor or equivalent
- Minimum 12GB Ram
- Quiet working environment
- Steady power and internet connection.
