Team Leader - Customer Service - International Non Voice Process (3-7 yrs)
We are hiring for Team Leader(International Non Voice) for Gurgaon location. Details are given below:
Job title: Team Leader
Experience: 3+ Year
Salary: Upto 6 Lpa
Days: Monday to friday
Location: Gurgaon
Key Roles And Responsibilities:-
- Manage Chat process team's KRA goals and target achievement.
- Share Scorecard within the team and enable individual awareness on their KRA goals, targets and their current stand.
- Arrange for team meetings and discuss operational issues and ways to achieve operational excellence.
- Take ownership of cases - keeping track & following up on escalated cases and ensure progress of cases through backlog review.
- Notify/discuss with manager on cases that require assistance or which needs to be managed politically.
- Identify Knowledgebase availability & create/publish new Knowledge Base Articles.
- Jointly responsible, along with the manager, to identify candidates for PIP and plan for refresher training.
- To train people on topics those are identified by the escalation leads.
- Have appropriate succession planning in place for critical roles (like SME, Supervisor, Trainer) so that associates can be groomed up the ladder
- Should be able to effectively lead conflict management in their team and resolve issues.
- Daily Management of shift
- Administrative management of associates
- Work allocation to associates, Monitoring and mentoring of associates on productivity, quality and knowledge.
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