Team Lead

3 weeks ago

Kolkata West Bengal India, West Bengal TP Full time

Teleperformance is hiring for Team Leader - Operations- Amazon IN and NA (Customer Support)


Location: Kolkata


Roles and Responsibilities


  • Be responsible for the team’s overall performance.

• Ensure timely and effective completion of assigned tasks.

• Resolve queries in exceptional situations and escalate them, when required (by following proper channels).

• Compile and publish reports on teams’ performance reports on set frequencies (Daily/Weekly/Monthly etc.).

• Coordinate periodic and regular meetings with other Team Leaders, Trainers and Managers to discuss process impediments, needed resources or issues/delays in completing the task.

• Provide the team with a vision of the process objectives.

• Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples.

• Be sensitive to the needs of the team members and create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.

• Facilitate problem solving and collaboration.

• Conduct quality analysis on the listings processed by moderators, ensure teams quality is up to the set benchmark.

• Keep the Managers/Leaders informed of task accomplishment, issues and status.

• Focus on accelerating teams’ performance.

• Understanding towards business/organization objectives.

• Willingness to add value to company’s Culture, Mission and Vision


Desired Candidate Profile

Proven work experience as a team leader or supervisor

• In-depth knowledge of performance metrics

• Organizational and time-management skills

• Decision-making skills

• Degree in Management or training in team leading is a plus

  • Good PC skills, especially MS Excel

• Excellent communication and leadership skills


Preferred Skills:

  • Strong communication skills in English


Critical Competencies:

  • Customer Service
  • Good analytical skills
  • Must be very good with data representation
  • Must be very good with MS Excel
  • Time Management
  • Ability to multi-task

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