Roles & Responsibilities:

• Create an inspiring team environment with an open communication culture

• Set clear team goals & oversee the day to day team operations

• Hiring, induction & coaching of team members

• Deliver the key metrics for customer support

• Responsible for ensuring schedule adherence by agents & desired productivity levels

• Monitor performance trends of the team members on various support metrics

• Analyze training needs & conduct 1-2-1 coaching sessions for bottom quartile agents

• Encourage the team towards customer-centricity & recommend process/product enhancements

• Listen to team members’ feedback and resolve any issues or conflicts

• Initiate consequence management steps as per company policy in case of consistent low performance by team members

• Delegation of tasks to high potential team members to build a culture of learning & development in the team

• Conducting weekly reviews & documentation of feedback

• Suggest & lead team building activities for team motivation & better rapport

Skill Set requirement:

• Minimum 2 years of Team leader experience

• Excellent communication skills

• Strong computer skills especially MS-Office

• Ability to motivate the team towards defined goals

• Strong negotiation skills & self-confidence

• Thinks outside-in - placing company & customer interests above team

• High on integrity & analytics skills

System Requirements

• Minimum 15Mbps wired internet connection

• Minimum i5 processor or equivalent

• Minimum 12GB Ram

• Quiet working environment

• Steady power and internet connection.