Team Leader @ Career Guideline

Job Description

ROLE :  Team Leader, Operations
DESIGNATION  : Team Leader, Operations
LOCATION    :  Mumbai- Malad
YEARS OF EXPERIENCE : Min 2 to 3 years
                       

Role and Key Responsibilities:
Responsible for the day-to-day supervision of a group of call center associates including 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.
Promote Company values- walk the talk and lead by example.
Analyze and maintain all Client Service Level Agreements; implement improvement plans as
needed.
Ensure that the operations are in compliance with active contracts
Create a positive work environment through employee engagement; resolve employee relation
issues in a professional and timely manner.

Key skills & knowledge:

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.
Excellent 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 on a flexible schedule.
2+ year in experience in Travel / Aviation field mandatory
Educational Qualification : Graduation

Position /Designation Name:-  Team Leader
Job Location:-  Mumbai (Malad)
Choose the relevant job function :-  Operations
Process Domestic or International :-  Domestic
Diversity candidate Need :-  NA
Experience :-  Minimum 18 months as TL from
aviation/travel industry

Notice Period :-  Any
CTC :- AS PER MARKET STD.
Shift Timings :-  24/7
Working Days :-  5
Education :-  Graduate

Employement Category:

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Keyskills:   team leading team handling tl team coach leader