Urgent Opportunity For A Team Leader For A Non Voice Chat Process

6 days ago

Kolkata, West Bengal, India Gear Inc Full time ₹ 2,50,000 - ₹ 12,00,000 per year

Team Leader

Overview

Acting as a crucial link, the Team Lead connects management and individual contributors to guarantee effective team operation and goal attainment. Typically serving as the initial level of management, they actively participate in their team's daily work while maintaining a broader perspective.

  • Helps in floor support & provide real time process expertise to the CSAs.
  • Manages to conduct meaningful one-on-ones, timely QA coaching, and regular feedback sessions without sacrificing SLA compliance.
  • Participate in calibration sessions, audit reviews, and client escalations, while still having bandwidth for performanceimprovement plans.
  • Maintains a healthy line of sight so that no specialist becomes too insulated. This helps identify early warning indicators (attendance trends, quality dips) well before they escalate.

Roles and Responsibilities

Team Leads responsibilities include, but are not limited to:

  1. Operations & Performance Management:
  2. Ensure the team meets Client SLAs by monitoring interval performance and efficiency metrics.
  3. Track attendance and absenteeism; maintain a smooth staffing schedule and manage shrinkage.
  4. Delegate work tasks and case assignments to Specialists and Auditors, ensuring equitable distribution.
  5. Generate, review, and analyze operational reports to optimize resource allocation and improve processes.
  6. Manage the teams performance scorecard and retention goals.
  7. Monitor Early Warning System (EWS) flags for Specialists; develop and execute intervention plans for those at risk.
  8. Team Leadership & Development:
  9. Conduct regular team meetings, feedback sessions, and one-on-ones to communicate updates, address challenges, and reinforce best practices.
  10. Identify performance gaps; create action plans for improvement and follow through on outcomes.
  11. Supports Specialists on the production floor, including client-related issues and technical issues.
  12. Quality Assurance & Client Engagement
  13. Provide real-time responses to client inquiries during shift hours.
  14. Communicate updates on the latest policies, protocols, and compliance procedures to the team.
  15. Prepare data, analysis, and recommendations for business review presentations with clients, highlighting trends and proposed process improvements.
  16. Audit new hires call transcripts and recordings; provide targeted coaching to reinforce correct behaviors.
  17. Participate in calibration sessions with internal Auditors and the team to ensure consistency in quality standards.
  18. Serve as the first point of contact for audit disputes: review contested cases and, if appropriate, overturn initial decisions.

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