Apply for the post of Team Leader

Job Profile:
Team Leader
Department:
Operations
Location:
Ludhiana
Job Description:

Leading and developing a team of CSAs; responsible for the overall performance management

Coordination and evaluation of the team as per defined process

Do floor walk to support team members during shift during peaks

Manage critical operational processes, with SLA responsibility

Drive quality and customer experience in the process

Work closely with Operations manager to meet operational targets

Identify customer impacting issues and implement solutions and process improvements to increase customer satisfaction rate.

Coaching and mentoring of team members and devise an action plan to groom them into future managers

Ensure compliance and security measures including IT Security are adhered to

Real time queue management to manage the customer requirements

Desired Candidate Profile:

Leading and developing a team of CSAs; responsible for the overall performance management

Coordination and evaluation of the team as per defined process

Do floor walk to support team members during shift during peaks

Manage critical operational processes, with SLA responsibility

Drive quality and customer experience in the process

Work closely with Operations manager to meet operational targets

Identify customer impacting issues and implement solutions and process improvements to increase customer satisfaction rate.

Coaching and mentoring of team members and devise an action plan to groom them into future managers

Ensure compliance and security measures including IT Security are adhered to

Real time queue management to manage the customer requirements

Experience:
2-5 years

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