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Team Leader
1 month ago
Noon is a technology leader with a mission to be the best place to buy and sell things, accelerating the digital economy of the Middle East. We empower talent and businesses to meet consumers' online needs.
We operate without boundaries, aggressively pursuing ambitious goals since 2017. Our digital ecosystem includes noon.com, noon Daily, noon Food, NowNow, SIVVI, noon VIP, and noon Pay.
At noon, we courageously pursue what seems impossible, work hard, and strive for stellar experiences. If you value these principles, join us on this incredible journey.
About the RoleThis Team Lead position provides directions, instructions, and guidance to a group of individuals. As the primary contact point, excellent communication skills are essential. You will act proactively to ensure smooth team operations and effective collaboration.
Your key responsibilities include:
- Engage and motivate team members
- Ensure monthly Key Performance Indicators (KPIs) are achieved
- Conduct feedback sessions and monitor monthly KPIs
- Understand and resolve issues faced by team members
- Maintain a smooth and happy work environment
- Support teams to achieve customer satisfaction
You will perform daily targeted evaluations and audits for the team, focusing on:
- Email and chat audits for team members
- Calibrations and feedback to team members
- Daily reports on operational insights and challenges
- Top call drivers audit and actions to resolve
As Team Lead, you will ensure:
- Fault Rate Threshold (FRT) is below the set target
- Tagging compliance and satisfaction target compliance
- Identify process gaps and timely highlight them with follow-up
- Understand scheduling and staff level needs
- Effectively interact with cross-functional teams to troubleshoot issues
You will focus on:
- Ensuring no customer is unhappy
- Actioning customer requests on time
- Taking exceptions with full ownership and follow-up
- Focus on issue resolution and delightful customer experience
To excel in this role, you must have:
- A graduate degree in any discipline with at least 2-3 years of relevant work experience
- Excellent written and verbal communication skills
- 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 mandatory
The estimated salary for this role is ₹1200,000 per annum, considering the location and industry standards. Noon offers a competitive compensation package, including benefits that support your professional growth and well-being.