Team Lead

Key responsibilities:

Meet and exceed performance metric: External & Internal Operations and Quality metrics to be consistently green Monitor CMS & associated equipments proactively using Tools provided to ensure high levels of efficiency Understand and drive metric improvement across the process Work collaboratively with other departments / peers / Superiors Drive Innovation, Automation & Process Improvement Initiatives in the team and the process Ensure consistency through calibrations amongst SMEs & QAs, ensure scores are calibrated with client Lead a team's available resources in order to deliver quality service to customers in line with the agreed service standards Extensive knowledge of e-commerce customer support business in managing inbound calls, live chats and email queries Evaluate and coordinate operational, administrative, IT and HR issues for the team Team specific attrition and absenteeism management Identify and drive continuous improvement and initiatives in the process

Desired skills:

Strong verbal and written communication skills Candidate should be open to work in night shifts with rotational week offs Prior experience working with North American clients Adequate knowledge of Retail & e-Commerce and online shopping Experience in handling inbound and outbound calling queues – preferred Good problem solving and analytical skills Strong Presentation skills Ability to mentor, coach and provide direction to team members. Highly motivated individual with skills to develop and coach team members to achieve performance expectations

Educational Qualification