Team Leader

21 hours ago

Hyderabad, Telangana, India 8dafe632-def0-4438-9bc8-a7975e658a26 Full time ₹ 5,00,000 - ₹ 7,00,000 per year

JOB DESPCRIPTION
Designation:
Team Leader

Position Summary
The Team Leader is responsible for supervising a team of chat support agents, ensuring high performance in quality and productivity. The role involves team management, coaching and development, policy compliance, administrative tasks, and acting as a liaison between management and team members.

Education & Experience

  • Graduate
  • Minimum of 1 year experience as a Team leader in chat process for international credit card/financial service programs

Roles And Responsibilities
Team Management

  • Monitor team performance using reports and systems
  • Implement floor policies and manage daily operations
  • Ensure system readiness and resolve technical issues
  • Provide on-the-spot support to CCPs
  • Conduct regular coaching and team huddles

Coaching & Development

  • Provide feedback and performance analysis to team members
  • Address hotline behaviour and compliance issues
  • Attend calibration meetings and ensure process adherence
  • Create and manage Individual Development Plans (IDPs)

Staff Development & Mediation

  • Address HR concerns and promote team morale
  • Cascade updates and policies effectively
  • Analyze call trends and coach accordingly

Administrative Functions

  • Manage attendance records, schedule adjustments, and appraisals
  • Investigate and act on code of conduct violations
  • Submit regular reports (e.g., coaching logs, team performance, appraisals)

Safety & Security

  • Uphold Quality Information Security Management System (QISMS)
  • Protect data integrity and report incidents promptly

Desired Skills And Abilities

  • Strong people management and coaching skills
  • Analytical thinking and problem-solving
  • Excellent verbal and written communication
  • Customer service orientation
  • Proficiency in using computer systems and tools
  • Adaptability to change and strong execution drive

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