Team Lead

•         Responsible to meet all agreed client SLAs and performance parameters

•         Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service

•         Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer

•         To embody the spirit of excellence through team building, able leadership and sound people management skills

•         Identify areas of concern and under performance and take corrective measures

•         Responsible for development of team members- team motivation, up-skilling- career development

•         Provide hands-on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring

•         Single point of contact for the team and the senior management through effective communication on key deliverables

•         Ensure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on data

•         Perform real time monitoring

•         Evaluate and coordinate operational, administrative, IT and HR issues for the team

•         Team specific attrition and absenteeism management

•         Team member performance management and identification of training opportunities

•         Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction.

•         Responsible for following agreed execution governance model, escalation & communication plans.

•         Manage overall personnel performance and discipline. Provide direction to staff, ensure resolution of problems.

•         Provide expertise and leadership in assigned functional area.

•         Identify and drive continuous improvement and initiatives in the process.

•         To ensure that all internal customer queries are followed up on a timely basis.

•         To be the Key contact for all problems and queries with specific business assigned.

•         Manage a team of at least 18-20+ executives.

•         Ensure staff engagement and motivation at all times.