Team Leader

Job Summary

To strategize, lead a team of agents which might include Customer care and Technical Support agents who need to ensure they can respond to any customer enquiry type end-to-end from Billing, Complaints, Sales Support to collections

Key Accountabilities

Meet objectives for team performance and individual performance of agents by providing effective feedback, coaching, and support

Minimizes escalations through effective coaching and support as well as proper handling of calls escalated to the lead to achieve the right result

Drive a customer centric culture within the business.

Support all your agents and must be physically co-located.

Support your team within the moment feedback – they need to walk around, listen to calls in real time and monitor freely

Organic learning is fostered and encouraged.

Teams must have rituals to further iterate and evolve, while also ensuring they celebrate success moments.

Applicant should also have strong leadership, a passion for change and an ability to develop coaching strategies to drive accountability and a high performing team.

He/She will be required to coordinate, cooperate and collaborate with their colleagues / team managers to achieve the site goals.

Identify best practices and implement the same

Establish and ensure communication to all stakeholders for specific process/activities

Understand and involve key stakeholders at appropriate times

Understand and effectively leverage metrics and other measurements to drive team performance.

use good judgement and business acumen to balance metrics and resolve customer issues.

Required Competencies

The following are the required skills of an agent:

Strong Leadership Skills

Ability to Identify and Assign appropriate roles to team members.

Customer Service skills

Communication skills

Need to demonstrate the below skills

Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff; Coach and develop agents, including inspection and observation of expected behaviors and outcomes, actively engaging in day-to-day activities in the team and being a trusted resource for experts through in-the-game coaching.

Create strong relationships with various stakeholders and implement your ideas to improve Customer Experience.

Highly developed written and communication skills

Proactively takes action to address employee grievances and concerns within the workplace

Have minimum 3 years of experience leading a team

Harnesses constructive conflict to facilitate effective problem solving & decision making

Applies a top down and bottom-up approach to thinking and solutions.

Encourages collaboration and is a champion of building strong connections with key stakeholders.

Understands and can empathize with differences in people and cultures.

Can get people onboard with change through advocating the benefits and leading by example.

Is proactive in helping others to build their capabilities

Demonstrates high Emotional Intelligence

Works well under pressure and uses their time effectively to manage competing priorities.

Education and Experience

Minimum of bachelor's degree (any field is fine)

Ability to develop, implement and assess performance metrics

Expertise in Microsoft Office programs and in desktop and mobile technology

Proven record of boosting team performance and employee retention rates

Two years of experience as a team leader