Address8 to 10+ years’ total experience, 3 to 4+ experience as a Team leader
Experience in handling customer service voice process
In-depth knowledge of performance metrics
Excellent knowledge on MS Excel, PowerPoint, PowerBI
Excellent communication and leadership skills
Time-management and Decision-making skills required
Set clear goals to the team, delegate tasks and set deadlines
Oversee day-to-day operation
Monitor team performance and report on metrics
Motivate team members
Discover training needs and provide coaching
Suggest and organize team building activities
Career Level - M1
Supervises a team of analysts to manage the operational performance goals. Develops and directs work schedules and monitors workflow to achieve established goals and objectives. Responsible for ensuring the team delivers best service to customers. Ensure that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. Applies Oracle methodology, company procedures, and leading practices. Provides coaching, guidance and feedback to develop skills of team members and take corrective actions to address poor performers. Performs administrative duties such as approving timesheets and expenses.
