Team Lead

7 days ago

Lucknow, Uttar Pradesh, India Teleperformance (TP) Full time

Roles and Responsibilities

  • Be responsible for the teams overall performance.
  • Ensure timely and effective completion of assigned tasks.
  • Resolve queries in exceptional situations and escalate them, when required (by following proper channels).
  • Compile and publish reports on teams' performance reports on set frequencies (Daily/Weekly/Monthly etc.).
  • Coordinate periodic and regular meetings with other Team Leaders, Trainers and Managers to discuss process impediments, needed resources or issues/delays in completing the task.
  • Provide the team with a vision of the process objectives.
  • Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples.
  • Be sensitive to the needs of the team members and create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
  • Facilitate problem solving and collaboration.
  • Conduct quality analysis on the listings processed by moderators, ensure teams quality is up to the set benchmark.
  • Keep the Managers/Leaders informed of task accomplishment, issues and status.
  • Focus on accelerating teams' performance.
  • Understanding towards business/organization objectives.
  • Willingness to add value to company's Culture, Mission and Vision

Desired Candidate Profile

Proven work experience as a team leader or supervisor

  • In-depth knowledge of performance metrics
  • Organizational and time-management skills
  • Decision-making skills
  • Degree in Management or training in team leading is a plus
  • Good PC skills, especially MS Excel
  • Excellent communication and leadership skills

Preferred Skills:

  • Strong communication skills in English
  • Team Handling
  • customer support

Critical Competencies:

  • Customer Service
  • Good analytical skills
  • Must be very good with data representation
  • Must be very good with MS Excel
  • Time Management
  • Ability to multi-task

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