Team Lead

6 days ago

Kolkata, West Bengal, India Airful Consulting Full time ₹ 10,80,000 - ₹ 43,20,000 per year

Role and Key Responsibilities:

• Responsible to meet all agreed client SLAs and performance metrics.

• Responsible for Innovation & Analytics of existing data to enhance performance.

• Provide support to the team by acting as the first line of escalation for customer

related queries in order to provide exceptional customer service

• Develop strong interpersonal relationships with the team, to cohesively bond them together

• To embody the spirit of excellence through team building, able leadership and sound people management skills

• Identify areas of concern and under performance and take corrective measures

• Responsible for development of team members- team motivation, up-skilling- career development

• Provide hands-on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring

• Single point of contact for the team and the senior management through effective communication on key deliverables

• Ensure quality reporting and work with the Operation Manager to build a highly

effective measurement and reward system based on data

• Perform real time monitoring

• Evaluate and coordinate operational, administrative, IT and HR issues for the team

• Team specific attrition and absenteeism management

• Team member performance management and identification of training opportunities

• Responsible for managing the operations seamlessly and timely SLA delivery along

with maintaining high levels of employee and customer satisfaction.

• Responsible for following agreed execution governance model, escalation &

communication plans.

• Manage overall personnel performance and discipline. Provide direction to staff,

ensure resolution of problems.

• Provide expertise and leadership in assigned functional area.

• Identify and drive continuous improvement and initiatives in the process.

• To ensure that all internal customer queries are followed up on a timely basis.

• To be the Key contact for all problems and queries with specific business assigned.

• Manage a team of at least executives.


• Ensure staff engagement and motivation at all times.

Key Skills and knowledge:

• Excellent Customer Service acumen with upselling skills

• Customer experience driven with retention

• Well versed with the Technology & industry

• Strong oral and written communication skills

• Highly motivated individual with skills to develop and coach team members to

achieve performance expectations.

• Work well under pressure and follow through on items to completion.

• Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables.

• Ability to mentor, coach and provide direction to team members.

• Willingness to work in a flexible schedule.

Education Qualification: Graduate

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