Team Lead

1 month ago

Gurugram, India noon Full time

Job Title: Team Leader - Non Voice

Location: Gurugram


About noon

noon.com is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering talent and businesses to meet the full range of consumers' online needs.


noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with noon.com, the region’s homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon Daily, noon Food, NowNow, SIVVI, noon VIP, and noon Pay.


At noon we have the courage to pursue what seems impossible, we work hard to get things done, we go to great lengths to ensure that the experience of everyone from our customers to our sellers or noon Bandidos is stellar but above all, we are grateful for the opportunities we have. If you feel the above values resonate with you – you will enjoy this incredible journey with us


Overview

The purpose of this role is to provide directions, instructions, and guidance for a group of individuals.

TL will be the contact point for all team members, so communication skills should be excellent.

Also, able to act proactively to ensure smooth team operations and effective collaboration.

Ultimately, lead by setting a good example and engage the team to achieve goals.


Key Responsibilities


Team Management:

  • Engage and motivate team members
  • Ensure monthly KPls are achieved
  • Feedback sessions and monthly KPls achievement
  • Understand and resolve issues faced by team members
  • Ensure a smooth and happy work environment for all team members
  • Support all teams to ensure the goal of customer satisfaction is achieved


Daily targeted evaluations and audits for the team:

  • Audits of email and chats for the team members
  • Calibrations and feedback to team members
  • Daily report of all operational Insights & Challenges
  • Top call drivers audit and actions to resolve


Operational Responsibilities:

  • Ensuring FRT is below the set Target.
  • Tagging compliance and satisfaction target compliance
  • Improve opportunities and work on suggestions
  • Identifying process gaps and timely highlights with a proper follow up
  • Understanding scheduling and staff level needs
  • Effectively interact and communicate with cross-functional teams to troubleshoot issues.
  • Lead by example and cross train the resources to ensure maximum utilization of resources.


Customer Experience Management:

  • Ensure no customer is unhappy
  • Customer requests are actioned on time
  • Exceptions are taken with full ownership and follow up till end
  • Focus on issue resolution and delightful customer experience


Competencies and skills required Must have:

  • Graduate in any discipline with at least 2-3 years of relevant work experience.
  • Excellent written and verbal communication
  • Ability to think and react in a high-energy, fast-paced environment.
  • Keen logical reasoning and ​analytical skills​.
  • Technical aptitude and agility to learn web-based tools.
  • Experience in chats and email is mandate



Who will excel?

We’re looking for candidates who thrive in a fast-paced, dynamic start-up environment. We’re searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over reliance.


Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work.

Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.


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