Team Lead - International Voice Process

Functional Skills & Competencies Subject Matter Expertise

• To be a brand ambassador and drive brand awareness in his/her team.
• To be current with Three's products and processes, especially those specific to his vertical / skill set.
• To coach, refresh, and answer product and process-related queries raised by advisors and customers. Operational Metrics & Deliverable
• To have an understanding of different operational metrics, their inter-relationships, and their impact on profitability and customer experience
• To use insights about interrelationships between metrics to manage operational service levels (eg. Manage the impact of absenteeism and late log-ins on service levels)

Active Management

• To manage the team's performance and deliverables on a real-time basis through constant monitoring and feedback.
• To manage the customer experience on a real-time basis through effective escalation management and real-time advisor feedback
• Team Management Competencies
• To display Analytical Ability by being able to:
  • Understand, interpret & analyze various operations-related reports, identify trends, and determine root causes for day-to-day operational outcomes.
  • Understand basic statistical concepts & tools (Excel) and use them to enhance team performance
• A Team Leader should be able to use basic Time Management tools to:
  • Prioritize tasks based on urgency and importance.
  • Stay current with his daily responsibilities (both task and people related).
• A Team Leader should have effective Performance Management Skills to:
  • VHA plan, organize & prioritize to define short & long term targets for individual advisors and for the team
  • Create and deploy action plans to drive the achievement of targets
  • Conduct effective performance reviews both, for the team and for individual advisors
  • Respond effectively to success & failure in individual advisors and the team
• A Team Leader has the critical responsibility of Communicating Business Decisions to the team in an effective, clear and timely manner.