Tesco - Team Leader - BPO

Work level: WL1

Designation: Team Leader

Department: Stores Helpdesk ( Retail and Distribution Services)

Job Description:

- To lead a team of associates & senior associates and manage the workload efficiently.

- To achieve the KPI’s and meet all SLA requirements.

- Spend time interacting with Project Stakeholders and managers, various members of the team to ensure timely and high quality outputs.

- Also spend time mentoring and coaching juniors and providing backup support to manager

- Create a high level of understanding and resolving complex issues based on requirements and performance criteria

- Interact with subject matter experts and the internal team to take cases to resolution

- Ensure all investigation cases are resolved on time and Own the quality of resolution

- Own and ensure the implementation of processes and gather data to feed into team metrics

- Manage the absence and shift of employees and interact with IT to fix system issues

- Train and mentor team members and Sr. Officers

- Identify gaps in system and ensure Stores have their missing stock investigated and delivered

Requirements:

- Any Graduate

- Flexible to work in shifts

- Excellent communication skills

- Experience in team handling