Team Lead

2 weeks ago


Erode, India IT Full time

Education

Mandatory: Graduates from any stream or Global Equivalent degree

Desirable: NA

Experience

  • Minimum 2-year experience as a Team Leader in International voice process
  • Minimum of 5 year of work experience in an International Voice Program from premium contact
  • centers

Technical Competencies: (Job related)

  • Proficient in MS Office – Excel, Word and Powerpoint and possess knowledge of GreenBelt, Lean, Scheduling etc
  • Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools
  • Should be aware of Ecommerce industry and should have used it in daily professional life
  • Usage Experience of E Wallets like (Paytm / Momikwik / PhonePE) and have functional knowledge
  • of the product.


Soft Skills:

  • Ensures adherence to contractual SLAs and manages the overall workflow within the team
  • Analyses existing work practices (system and procedural) – identifies and implements changes in areas of

improvement.

  • Maintains Customer Centricity at all times in managing queues, resolving issues & queries.
  • Handles all team issues, (e.g. People Management, Conflict Resolution and Administrative).
  • Is responsible for ensuring Quality Controls and Checks are being carried out effectively
  • Focuses on all around development of SMEs and team members (Mentoring & Grooming) along with performance management
  • Facilitates liaison with clients to resolve issues and bridge Knowledge Gaps
  • Conducts regular feedback sessions with Team Members.
  • Is responsible for carrying out appraisals of Team Members
  • Ensures Process Improvement activities are carried out on an ongoing basis and on time
  • Management & communication of system issues/outages to stakeholders
  • Change request management and follow up till closure


Mandatory:

 Experience in a BFSI account is mandatory

 Should express excellent leadership qualities and spearhead the team

 Excellent English verbal communication skills enabling client expectation management

 Should be ready to work in flexible shifts, Rotating Day and Night with 6 days working,


Desirable:

 Leadership / People Management skills

 Strong problem solving skills

 Good communication skills (verbal & written English)

 High level of initiative

 Analytical and Investigation skills

 Ability to organize and prioritize work

 Coaching skills


Interested candidates can send resumes to jobs@ilahiring.com with subject title as "Team Lead"



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