Team Lead

Roles and Responsibilities:

• To motivate, develop and mentor team members in a dynamically changing environment
• Monitor projects/transactions and provide qualitative/constructive feedback to the SME’s/Team members
• Respond to operations/quality performance related queries from the client
• Drive process performance to achieve and exceed SLA deliverable
• Manage expectations of his/her team members and proactively should be able to sense their needs
• Represent the project and participate in client visits and meets
• Ability to drive process performance & transformation
• Maintain delivery dashboards with detailed RCA on issues
• To be a part of the client calibration call to have better understanding of the process and for continuous improvement Lead continuous improvement initiatives for the project
• Understanding of the Business situation and capability to address issues
• Monitor resource utilization & performance
• Develop aligned team members by creating learning opportunities.

Functional Competencies and skill sets required for the position:

• Should possess experience in to international Voice process, preferable Telecom experience
• Good command over spoken and written English
• Candidate should be ready to work in a 24*7 environment
• Should have a flair for Customer Service
• Persuasive Speaking Skills- Able to understand customer’s needs and to add value to client by selling aggregated values
• Highly energetic and self-motivated- Able to keep himself with a positive attitude despite customer’s objections
• Customer Focus- Taking action to exceed Customer expectations. This includes asking accurate questions, identify customer needs, summarize the steps to be taken, and following up to ensure the Customer was satisfied with the results based on client’s individual needs
• Multi-Tasking- Accurately & efficiently performing multiple responsibilities & frequently moving from one activity to another without losing focus & without impacting client satisfaction efficiently
• Ownership- Taking responsibility for one’s own actions and holding others accountable for theirs; assuming responsibility for a job well done; being dependable, hardworking and focused on doing whatever is necessary to get the job done; demonstrating a commitment and pride in one’s own work
• Positive Attitude- Viewing the world in a positive and optimistic manner, rather than being cynical, distrustful or pessimistic; looking for the positive side to every situation rather than focusing on the negative
• Problem Solving- Being able to resolve problems that involve people, things, and processes requiring general logic and common sense. This may include gathering relevant information, considering alternatives, and drawing logical conclusions based on facts
• Processing Speed- Quickly interpreting and then responding to information. This includes quickly understanding the meaning of information and then providing an appropriate response
• Quality Focus- Paying attention to and being able to identify small differences, mistakes or defects. This also involves being able to know when something is wrong or is likely to go wrong
• Sales Focus- Influencing Customers’ decisions by creating an environment in which the needs of the Customer are being matched to the products and services provided by the person/organization; creating a positive impact on the Customer and persistently pursuing business
• Integrity- Possessing principles and values that guide one to behave in a fair and honest manner; demonstrating sound business ethics; stepping forward and taking a stand for what is right when made aware of unethical behavior by others