Team Lead -Chat Support

BASIC PURPOSE:

The Team leader will be Managing the People Process and Stakeholder for a given process. Manage daytoday planning thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks (Productivity/TAT/accuracy)

ESSENTIAL FUNCTIONS:

• Ability to lead team size of 15 to 20 associates.
• Ability to listen and communicate effectively.
• Should be able direct the teams effort to meet the set process SLAs consistently.
• Basic understanding of Quality concepts like Lean & waste identification
• Ensure relevant processes are followed on the operational floor.
• Conduct calculations to determine the staffing requirements on a Quarterly basis. This calculation should be shared with the Managers.
• Manage daytoday planning thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks.
• Manage and optimize workflows (pipeline and individual work queues) through appropriate.
• Participate in calls with the client to understand expectations provide feedback and reports and resolve queries or escalations.
• Identify facilitate and implement process improvement initiatives to improve efficiency.
• Measure and review Quality and productivity of the team and provide one to one feedback to ensure high quality and discipline.
• Handle customer complaints and escalations efficiently.
• Manage team absenteeism attrition attendance breaks and conduct.
• Drive Customer Service positively and motivate team members to provide great customer service.

REPORTING RELATIONSHIPS:

Associate & Senior Associates

QUALIFICATIONS:

• Minimum 5 to 7 years of experience with 2 years experience as Team Leader
• Bachelors degree any stream.
• Process Transition Experience will be an added advantage.
• Should have good knowledge of MS Excel Power Point and Word.
• Excellent communication skills.

CRITICAL COMPETENCIES FOR SUCCESS:

Skills:

• Planning/Organization Skills Prioritize and plan work activities effectively and efficiently strong

organization and communication.

• Interpersonal Skills Must be able to work cooperatively and respectfully with colleagues to

achieve objectives.

• Problem Solving Skills Demonstrate ability to analyze a problem through to resolution.
• Ownership Demonstrate attention to detail accuracy and thoroughness of tasks assigned;

monitor work and provide quality output.

• Adaptability Manage competing demands and changing priorities.
• Supports Career Development Assists and develops other staff members by sharing knowledge

and skills.

• Demonstrates initiative and attention to detail along with strong analytical skills.

Abilities:

• Ability to communicate clearly and professionally across a broad corporate landscape.
• Ability to prioritize and show flexibility as needed.
• Ability to work under deadline pressures while maintaining a positive work environment.

Behaviors:

• Demonstrate dependability initiative and accountability.
• Demonstrate company loyalty by supporting company goals and enforcement and modeling of company policies.
• Communicate and work in a respectful supportive manner with all teammates.

WORK CONDITIONS:

• Must possess comfort in learning training and engaging with others virtually through Microsoft

Teams and Zoom

• Must be able to perform the essential functions of the job with or without reasonable

accommodation.