Purpose of the Role:

A team leader is a person who provides guidance, instruction, direction and leadership to a group of individuals (the team) for the purpose of achieving a key result or group of aligned results. The team leader monitors the quantitative 

KRA :

- Meet Team/LOB key performance metrics

- Multi-tasking is must

- Team/People

- Coach team to adhere to quality standards

- Cascade update with team members

- Nurture New hires until they complete the learning curve

- Prepare weekly/bi-weekly/monthly roster for Support Team

- Conduct 1:1 monthly to ensure adequate feedback & performance discussions are conducted

- Coach agents who fall under Bottom Quartile performance and own their improvement with structured coaching plan

Function(LOB) :

- Examine, review and process documents/ orders/ files/ cases allocated as per set timelines

- Identify process related scenarios, perform proactive analysis around it and propose a solution for process improvement/ automation

- Provide inputs for knowledge checks & collaborate with stakeholders to drive the outcomes

- Good understanding on EWS (early warning signals) mechanism

- Liaise with Stakeholders from other teams to drive efficiency based tasks

- Good with Business report understanding

Customer :

- Monitor and drive customer escalations received & create a repository to analyse

- Conduct RCA on the feedback received from business

Functional Knowledge :

Must/Preferred to have (skill-set) :

- Process- SOPs quick adoption

- Coaching & Feedback mechanism understanding is must

- Prior experience on ZenDesk is preferred

- Good knowledge on Manpower planning would be preferred

- Knowledge on BNPL (Buy Now Pay Later) business acumen is preferred

Tools :

- MS office, Process applications (Simpl tools)

- Preferred knowledge: Power BI & SQL

Behavioural Skills :

- Goals orientation

- Innovation

- Analytical ability

- Accountability

- Learning Agility

- Collaboration

- Written and oral communication

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