JOB TITLE: Team Leader DEPARTMENT: Operations - WebChat LOCATION: Pune REPORTS TO: Operations Manager (CCM) JOB PURPOSE : The purpose of this job role is to have the end to end accountability for advisor performance &amp; development. By doing this, ensure that the team meets its KPIs on CSAT, ESAT, Efficiencies and Commercial performance. PRINCIPAL ACCOUNTABILITIES : I. To manage &amp; drive Customer Experience by - Attending calibration sessions with the Quality team on defining - Ultimate Customer Experience &amp; how to operationalise it effectively to ensure the advisors get the same message &amp; understand how to deliver it - Monitoring chats to identify trends in advisors knowledge, skills and on call behaviors &amp; to provide real time intervention on the chats to improve customer experience - Reviewing NPS &amp; Exit Survey performance and customer feedback to gather insights on Not Resolved &amp; detractor Chats &amp; to provide feedback to relevant advisors to improve customer experience - Conducting regular coaching conversations with Advisors on performance score card (inputs from quality evaluations, NPS, Exit Surveys and TL evaluation) to enhance customer experience - Handling customer escalations/sup chats to demonstrate customer centricity - Managing cases raised by team &amp; ensure 100% audit adherence - Taking ownership for Compliance within the team and ensuring zero instances of non adherence II. To manage &amp; drive Efficiencies &amp; Commercials by - Conducting regular Coaching conversations with Advisors on continuously improving efficiencies (ACL, ART and schedule adherence) - Analyzing trends in advisors performance and variance to target and providing regular feedback &amp; coaching to improve KPI related metrics - Ensuring Schedule adherence by monitoring &amp; driving real time adherence (RTA) &amp; leading his team from the front - Managing team effectively to keep absenteeism &amp; attrition within threshold III. To manage &amp; drive Employee Experience by : - Providing timely, honest and constructive feedback (performance and behavioral) on a regular basis - Conducting counseling sessions &amp; supporting each advisor through his/her challenges &amp; concerns, through regular and effective coaching - Guiding and supporting advisors development journeys based on their aspirations and performance - Planning &amp; conducting activities to increase team engagement and driving fun at work, to enhance team bonding and employee satisfaction - Ensuring advisor needs &amp; basics like their attendance, leaves, transport etc. are taken care of IV. Performance Reviews &amp; Driving Improvements (Self &amp; Team) - Conduct monthly performance conversations with advisors &amp; create detailed create game plans on how to achieve targets - Updating CCMs on a daily basis on previous day's performance, game plan for the day and discussing any updates, challenges and concerns - Conducting Weekly Team Meet/Performance Reviews to jointly review team performance against targets, and take concrete steps to course correct through best practice sharing. - Having Monthly/Weekly One to Ones with CCM to share advisor and operational concerns &amp; challenges with reporting manager and seek coaching and support - Making recommendations cross functionally for improving ways of working &amp; suggestions for process improvements - Keeping oneself updated about process/business knowledge and working with CCM for personal development KNOWLEDGE, SKILLS &amp; COMPETENCIES REQUIRED : Functional Skills &amp; Competencies a. Subject Matter Expertise A Team Leader is expected: - To be a brand ambassador and drive brand awareness in the team - To be current with Three's products and processes, especially those specific to the vertical/skillset. - To coach, refresh and answer product and process related queries raised by advisors and customers. b. Operational Metrics &amp; Deliverables A Team Leader is expected: - To have an understanding of different operational metrics, their inter-relationships and their impact on profitability and customer experience - To use insights about interrelationships between metrics to manage operational service levels (eg. Manage the impact of absenteeism and late log-ins on service levels) c. Active Management A Team Leader is expected: - To manage the team's performance and deliverables on a real time basis through constant monitoring and feedback. - To manage the customer experience on a real time basis through effective escalation management and real time advisor feedback d. Team Management Competencies A Team Leader is expected to display Analytical Ability by being able to: - Understand, interpret &amp; analyze various operations related reports, identify trends and determine root causes for day to day operational outcomes. - Understand basic statistical concepts &amp; tools (Excel) and use them to enhance team performance A Team Leader should be able to use basic Time Management tools to: - Enable self to prioritize tasks based on urgency and importance. - Ensure he/she stays current with his/ her daily responsibilities (both task and people related). A Team Leader should have effective Performance Management Skills to : - Plan, organize &amp; prioritize to define short &amp; long term targets for individual advisors and for the team - Create and deploy action plans to drive the achievement of targets - Conduct effective performance reviews both, for the team and for individual advisors - Respond effectively to success &amp; failure in individual advisors and the team e. Customer Centricity Customer orientation is a key competency required for the Team Leader role. A Team Leader is expected: - To consistently place a high value on customers and all issues and factors that relate to customer experience - To enable his/ her team to be effective Three Brand Ambassadors for customers. - To understand drivers for customer satisfaction/dissatisfaction and provide insights back to the business - To effectively handle call escalations &amp; follow-up on cases, call backs and complaints thereby driving positive customer experience - To drive customer satisfaction through first call resolution by the advisors - To make effective exceptions/decisions with respect to the customer, thereby providing customer delight - To be the - Voice of the Customer- by ensuring feedback and suggestions given by the customer reaches the relevant people/department, and sees it through to closure. - To ensure delivery of all promises and commitments made to the customers. f. People Management Competencies As the first point of contact for all advisors on the team, the Team Leader is expected to demonstrate people management competencies: Coaching &amp; Feedback - Ability to provide feedback in constructive, firm and outcome focused manner - Ability to coach advisors through their challenges &amp; issues to continuously enhance performance &amp; behaviors Influencing - Understand what motivates different advisors and influence them effectively - Understand the dynamics within the team and influence team members to work together to contribute to team goals - Be able to influence peers &amp; managers to drive continuously enhance customer and employee experience Conflict Management - Be sensitive to sources of conflict within and between teams and effectively resolve or escalate issues as appropriate - Proactively address interpersonal conflicts among team members and use appropriate methods to achieve resolution People Development - Provide opportunities for development (training opportunities &amp; role assignments) to advisors as appropriate - Build rapport and trust with advisors to enable conversations around their AOIs - Encourage advisors to take responsibility for their own development - Spend quality time with advisors to enhance their capability

Pune

Tech Mahindra - Team Leader - Operations - WebChat 

Tech Mahindra - Team Leader - Operations - WebChat  ,Job Description for Tech Mahindra - Team Leader - Operations - WebChat  in Tech Mahindra in  Pune for (1-4) years of experience. Apply Now!

Job Description for Tech Mahindra - Team Leader - Operations - WebChat  in Tech Mahindra in  Pune for (1-4) years of experience. Apply Now!