Team Leader, Operations

Customer Service/Support

Job Title:

Job Description

• Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service.
• Responsible to meet all agreed client SLAs and performance parameters
• Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer
• To embody the spirit of excellence through team building, able leadership and sound people management skills
• Identify areas of concern and under performance and take corrective measures
• Responsible for development of team members- team motivation, up-skilling- career development
• Provide hands-on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring
• Single point of contact for the team and the senior management through effective communication on key deliverables
• Ensure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on data
• Perform real time monitoring
• Evaluate and coordinate operational, administrative, IT and HR issues for the team
• Team specific attrition and absenteeism management
• Team member performance management and identification of training opportunities
• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction.
• Responsible for following agreed execution governance model, escalation & communication plans.
• Manage overall personnel performance and discipline. Provide direction to staff, ensure resolution of problems.
• Provide expertise and leadership in assigned functional area.
• Identify and drive continuous improvement and initiatives in the process.
• To ensure that all internal customer queries are followed up on a timely basis.
• To be the Key contact for all problems and queries with specific business assigned.
• Manage a team of at least 18-20+ executives.
• Ensure staff engagement and motivation at all times.

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Associate degree in related field with two to four years of relevant experience preferred
• Work well under pressure and follow through on items to completion.
• Strong oral and written communication skills
• Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables.
• Ability to mentor, coach and provide direction to team members.
• Willingness to work in a flexible schedule
  

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