Team Leader
- Raising Global
- 3 to 8 Yrs
- Hyderabad
- 3 years ago
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Job Description
Candidate Profile:
Bachelors degree or equivalent with 3 or more years of related work experience.
Candidate should be an existing Team Leader (International Technical / Customer Support Process) for at least 1 year.
Should have exhaustive experience in driving customer satisfaction related deliverables.
Should have experience in managing a team in an inbound process.
Current team size should be of minimum 15 associates.
Good analytical and reporting skills.
Dimension & Scope:
This position is responsible for supporting, coaching, developing and supervising a group of employees in a Service Center/Operations environment.
Principal Duties and Responsibilities:
Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
Provide Subject Matter Expertise.
Ensure training needs of subordinates are met.
Modify Operations as needed to meet service level agreements under supervision of Operations Manager.
Successfully complete all client related training.
Resolve escalated customer issues.
Hold team meetings on a regular basis with direct reports.
Communicate all process and client changes to direct reports within specific timeliness.
Promote the use of all center communication tools.
Responsible for day-to-day functional supervision.
Ability to guide individuals toward goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
Ability to demonstrate innovation and good judgment / problem solving skills when making decisions.
Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
Ability to coach, develop action plans, which maximize performance and provide effective feedback.
Proven ability to analyze and improve work processes and policies.
Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
Key Skills:
Excellent Communication skills, Leadership skills, Team Management skills, People Management skills.
Other Details
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Customer Service (International)
Functional Area: Not Applicable
Role/Responsibilies: Team Leader
Contact Details:
Company: Rgs- Raising GlobalLocation(s): Hyderabad
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