Team Lead / SME (Technical Support )

Roles and Responsibilities

• Be responsible for the teams overall performance.
• Ensure timely and effective completion of assigned tasks.
• Resolve queries in exceptional situations and escalate them, when required (by following proper channels).
• Compile and publish reports on teams performance reports on set frequencies (Daily/Weekly/Monthly etc.).
• Coordinate periodic and regular meetings with other Team Leaders, Trainers and Managers to discuss process impediments, needed resources or issues/delays in completing the task.
• Provide the team with a vision of the process objectives.
• Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples.
• Be sensitive to the needs of the team members and create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
• Facilitate problem solving and collaboration.
• Conduct quality analysis on the listings processed by moderators, ensure teams quality is up to the set benchmark.
• Keep the Managers/Leaders informed of task accomplishment, issues and status.
• Focus on accelerating teams’ performance.
• Understanding towards business/organization objectives.
• Willingness to add value to company’s Culture, Mission and Vision

Desired Candidate Profile

Proven work experience as a team leader or supervisor

• In-depth knowledge of performance metrics
• Organizational and time-management skills
• Decision-making skills
• Degree in Management or training in team leading is a plus
• Good PC skills, especially MS Excel
• Excellent communication and leadership skills

Preferred Skills:

• Strong communication skills in English

Critical Competencies:

• Customer Service
• Good analytical skills
• Must be very good with data representation
• Must be very good with MS Excel
• Time Management
• Ability to multi-task

Preferred candidate profile

• International Experience
• International voice
• Technical Support
• Subject matter Expert
• Immediate joiners

Contact Details:

Swathi

#9940351721