Team Leader - Customer Voice Support

Role & responsibilities

Functional /Business Responsibilities: • Supervising the performance and providing daily direction to a team of Team Coaches and CSRs to deliver to Organization goals of Service standards and Productivity standards • Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement. • Achieve stretched targets and be able to take decisions and manage complex/ difficult conflict situations with either customers or employees • Assisting Team Manager with process improvement initiatives by coordinating with either other teams in the Company or within Customer Support for system efficiency enhancement projects, implementation on the floor of engagement programs, reward and recognition programs and staffing , training and scheduling issues Be available for employees that experience work and / or personal problems providing appropriate coaching, counselling, direction and resolution • Conduct the meeting with clients and key stakeholders to gather requirements, analyse, finalize and have formal sign-offs from approvers. Gather and Conduct analysis of the business requirements. Review the current business processes defined and ensure adherence and involvement of all relevant/impacted stakeholders. • Translate the business requirements into the Business Requirement Document / Specifications [BRD/BRS] OR Functional Requirement Document [FRD] OR Minor Development Document [MDD]. Review requirement documents received from other stakeholders and guide them in drafting the BRS as per business and technology requirements. • Facilitate meetings with the appropriate subject matter experts in both business and technology teams. • Work closely with the operational functional teams, operations management and personnel, legal and various technology teams to facilitate a common understanding of requirements and priorities across all areas. • Liaise with technology team for timely delivery of requirements shared and coordinate business user community for the execution of user acceptance test as well as tracking issues. • Maintain repository of BRS documents with proper version control mechanism with BCP adherence • Strong analytical skills and logical ability with creative approach to problem-solving. • Hands on experience on Microsoft office tools and using macros in Excel. • IT Savvy and good exposure in analytics.