Team Lead-BPO Operations (International Chat Support)

Statement of Purpose for this role Team Lead is a supervisor who will be assigned a team of associates to coach and lead towards achieving client goals. Plan Schedule SLAs (Service Level Agreements) timely and efficient execution Study and understand data and make data driven decisions to drive performance Maintain and discuss Plans of Action with agents to ensure smooth functioning and meet target Goals Set goals and targets, discuss with team and mobilize resources with a POA (Plan of Action) towards outperformance Conduct complete breakdown analysis on process failures, re-engineer work strategy, functions for better results Set Long term and Short term goals, work out required staffing, training needs, Quality requirements to achieve goals Monitor chats from a holistic perspective, which includes maintaining quality, basic language and product level monitoring and share feedback with agents Plan and carry out coaching conversations with team members to help them improve performance Able to lead Client calls/Calibrations Summary of essential job functions (Chat Service) Responsible of all the agents to ensure that the customer experience is a positive one. Manages effective integration of directives, policies & procedures. Summarize report data to drive fulfillment of customer and supplier goals. Job Responsibilities Asst. Team Leader (ATL)/Team Leader (TL) is the first contact for all the agents and SMEs. Conduct effective pre-shift meetings with the agents to communicate daily goals and other current objectives. Communicate objectives on a daily, hourly and monthly basis to the front line associates. Utilize various techniques to audit individual front line associates to identify needs and opportunities for improvement. Deliver constructive feedback on their skills and performance. Communicate training and policy & procedure issues and needs to suppliers training personnel. Track observed agent performance versus goals on an hourly basis. Motivate and encourage the assigned team of associates. Conduct effective CSR screening interviews, as required or needed. Review and audit all Passive and Negative Survey chats per agent daily (real-time). Supervisor ratio should be a minimum of 1:15 ratio. Minimum requirements (Education Qualification & Work Experience) Education Qualification: Graduate and above in any discipline Work Experience 1-2 years of team handling experience managing customer support for retail client (Preferably US and non-IT/software candidates) Able to work in night shifts (US) and accommodate to rotational weekly Offs (Not Always a Weekend) Hiring Competencies: Typing Skills- Typing speed of 45 wpm with 98% accuracy Writing Skills (English)- Excellent written skills and effectively communicates with the Client via email/chat ; Take Supervisor chats ; Daily Reporting & Documentation Verbal Communication Skills (English)- Excellent spoken skills and effectively communicates with the Client during a calibration call ; Takes up the agents' issue to a higher level Knowledge on how an Online Shopping Site works (Probing Skills / Trouble Shooting + Problem Solving / Sales techniques / Service Oriented) Depicting excellent probing, technical, problem solving and sales techniques ; Lead by setting a good example (role model) - behavior consistent with words Excel Skills- Should be able to execute basic formulas. Ideal Hiring Competencies: Results & Performance- Makes data-driven, fact-based decisions exercises solid judgment; Sets the bar high, makes the difficult decisions; Simplify what we do, streamline the internal and customer processes. Customer Centric- Links contribution of ones own responsibilities and work group to the customer experience Business acumen & thought leadership- Makes ethical decisions, with utmost integrity Influence & Initiative- Gains support from and convinces others to advance the objectives of the organization ; Identifies and deals with issues proactively and persistently; seizes opportunities that arise Team leadership & personal effectiveness- Communicates the logic behind decision; Builds understanding, not consensus agreement ; Understand self, build your skills and capabilities, increase the capabilities of your team