Team Lead-Voice

Job Summary

A team leader manages a team of people to achieve agreed business objectives. Contributes to the management team activities of their function, owns the processes, manages the transition of new tasks to the shared services model and is responsible with continuous service improvement. The team leader will be the contact point for all team members, so communication skills should be excellent. This role should also be able to act proactively to ensure smooth team operations and effective collaboration.

Team Management

• Manage and lead a team of 15 to 20 members and drive the working force to achieve organizational and account objectives.

• Responsible for SLA management, maintaining and improving quality standards across all communication channels (telephony, tickets).

• Manage and support 24/7 working environment with rotational shifts and week offs.

• Hands-on experience working with Service Now for effective queue management and reporting analytics will be an added advantage.

• Knowledge of Lean Six Sigma principles & methodology or lean six sigma green belt certified will be added advantage.

• Previous experience in contributing to & supporting any transformation projects will be a value add.

• Maintain day-to-day activity, escalations and providing effective management controls of the team under his / her management

• Lead and develop a highly performing team in a manner that is flexible and responsive to business needs

• People should be inclined and hands on experience in people management, successfully able to manage shrinkage and attrition.

• Provide best practice guidance, governance, audit and control over the team. Creating an inspiring team environment with an open communication culture

• Collate and provide scheduled management information based on the agreed management process (e.g. utilization, headcount, account activity, financials, recruitment, staff matters)

• Sets expectations for content, accuracy, timeliness, and areas of improvement of processes and deliverables.

• Identify and agree development actions for current and future roles, providing ongoing coaching and support in the achievement of those actions.

• Review performance against objectives on a regular basis (in addition to mid-year and full year appraisal) providing feedback/coaching. Agree amendments as required

• Conduct Monthly/Quarterly performance coaching and reviews.

Key Responsibilities

1. To Ensure Complete Adherence To Attendance, Login Hours, And Unscheduled Leave, Provide Regular Updates And Facilitate In Resolving And Addressing Team Issues And Concerns, And Conduct Regular Reviews With The Team.

2. Ensure Retention Of Team Members Is Within The Agreed Norms

Improving Skill Level Through Self Development:

1. The Individual Should Effectively Manage, Motivate, Engage, And Inspire People To Reach The Next Level Of Achievement.

2. To Consistently Meet Or Exceed All Agreed Execution Parameters As Defined For The Process.

Skill Requirements

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Other Requirements

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