Team lead

3 weeks ago

Gurgaon, 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, Now Now, 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.
Is this you?

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