TL-CX-Multi Channel Helpdesk

1 week ago


Hyderabad, Telangana, India Cognizant Full time ₹ 2,50,000 - ₹ 7,50,000 per year

Job Description For Team Leader
Job Title:
Team Leader

Reporting to
: Team Manager/Delivery Manager, Operations

Objectives
The Team Leader's objective is to actively lead and motivate a team in accordance with laid down procedures to achieve and maintain requisite standards of quality and productivity. He / she will report to the Team Manager/Delivery Manager, Operations, who will be the first point of contact for any issues, questions, or concerns.

Key Result Areas (KRAs)
Leadership

  • 2 yrs. of team management experience.
  • Managing all people related issues coordination with HR and internal leadership as required.
  • Ability to identify the strengths and weaknesses of his / her team members and provide them with appropriate guidance and direction.
  • Actively promote the company ethics and create and maintain an environment which encourages retention.
  • Proactively Identify and implement feasible solutions to address issues which could lead to attrition.

Operations

  • Interact with all relevant client stakeholders and ensure all KPI's are delivered as per the set target.
  • Prepare weekly/ daily /monthly MIS's / MBR/ QBR and conduct reviews with client .
  • Ensure all team members meet or exceed the productivity and quality targets and recommend corrective action necessary for underperformers.
  • Take ownership of identification and resolution of daily operational, admin and technical issues.
  • Manage and respond to all client escalations in a timely manner.
  • Timely and accurate submission of all reports sought by the management or by the business area and ensure prominent levels of internal and external customer service.
  • Monthly review and suggest revision of the quality and productivity targets based on the team's performance, to improve overall process efficiency and deliver excellent customer service.
  • Ensure all trainings are completed for self and teams ,nominate self and team members for additional trainings to improve skillset.
  • Keep the Manager/ Leadership appraised of member's needs, staffing issues, technical and performance issues.
  • Conduct training for new hires as an when required.
  • Mentor Foreclosure associates while assisting Manager with tasks such as scheduling, meetings, training, and creating a positive work environment.
  • Assist Foreclosure associates dealing with escalated accounts and ensure necessary steps are taken to resolve them within established deadlines.
  • Be available to Foreclosure associates when they need assistance.
  • Meet department standards as they relate to daily productivity metrics.
  • Perform side by sid quality review for new hires and existing employees.
  • Assist Foreclosure Manager with review and compilation of investor, insurer, and client reporting requests as needed.
  • Point of contact for new hires and existing employees
  • Performs additional projects and duties as assigned by Management.

Teamwork

  • Ability to create and maintain an environment that fosters teamwork, in which each member is an eager contributor.
  • The Team Leader is expected each team member is a functional unit of a very cohesive team and share a close bond with their peers.
  • Actively participate and encourage participation in Team/ Organizational events.

Continuous Improvement

  • Consistent improvement upon current performances and raise the bar of expectations and standards.
  • Contribution of ideas / suggestions which improve the process efficiency or enhance the way we work.
  • Encourage and invite suggestions from the team and implement them if found feasible.

Appraisals

  • Conduct and document appraisal reviews of the team members on at least a monthly basis.
  • Provide regular and constructive feedback to individual team members focusing on their performance rather than the personality of the individual, in an unbiased and unprejudiced way.
  • The Team Leader should be objective and specific while delivering feedback and avoid being general.
  • To be open and receptive to feedback.

Skill Sets

  • Good interpersonal skills
  • Prioritizing and Time Management
  • Planning and Organizing Skills
  • Good Knowledge of MS-office / Google sheets, docs, slides, etc
  • Flexibility to work in different shifts
  • Acceptability by the team
  • Good written and verbal communication
  • Able to meet goals and deadlines in a fast-paced environment


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