Description:

Candidates from BPO and Design sectors are preferred.

Role: Team Leader.

Team Leaders are essential in leading and managing our team of Designers, to provide exceptional customer service while meeting performance goals.

Responsibilities:

The responsibilities of the Team leader are as outlined below.

- Oversee day-to-day operations , delegate & monitor tasks, and performance with predefined deadlines, without compromising quality of delivery.

- Establish targets and key performance areas for the team.

- Ensure that team to customer communication is effective and interpretation of customer communication is correct.

- Set clear team goals and guide team to achieving the same.

- Effectively delegate duties /work to others and ensure they accomplish their goals on a daily, weekly, and monthly basis.

- In charge of creating and sharing the schedule to the members of the team.

- Ensure that the team is capturing data relevant to the process, which can then be used to graphically represent the work being done.

- Conduct performance reviews on a regular basis.

- Conducts regular touch base meetings with the team giving feedback and improvement suggestions.

- Ensure that every team member has a backup resource to perform the same task.

- Wherever required, jump in to manage the process, and ensure that there is no interruption in service.

- Determine the necessary training needs and coach & develop team.

- Motivate the team and create a positive team environment with an open communication culture.

- Give recommendations to improve procedures for management of the team and the processes.

- Supports Team Manager and share feedback, discuss processes and improvements.

- Provides quality customer service, including interacting with customers, prompt email responses and effective handling of customer concerns.

- Manage Escalations and suggest resolutions.

- Manage the Turn round time.

Skills Required:

To effectively manage teams and drive performance, the Team Leader is required to have the following the following skill set.

- Leadership Strong leadership abilities are an integral part in inspiring and motivating team members.

- Set clear expectations, provide guidance, and offer guidance and support when needed.

- Communication Excellent verbal and written communication skills.

- These are required for conveying instructions effectively, sharing feedback and building good interpersonal rapport among team members as well as customers.

- Conflict Resolution Strong conflict resolution skills are required to address and resolve conflicts fairly and diplomatically with clients or within teams.

- Problem-Solving Excellent problem-solving abilities are required to quickly address challenges, make quick decisions, and find solutions for issues arising in daily tasks / activities in a process.

- Customer Focus The organizations operations center around providing superior customer experiences by customer support associates.

- Team Leaders must possess strong customer focus while instilling that same mindset in their team members.

Job Types: Full-time, Permanent.

Benefits:

- Leave encashment.

- Paid time off.

- Provident Fund.

Schedule:

- Monday to Friday.

- Night shift.

- US shift.