Team Leader Domestic

Job Description

Role & responsibilities Customer: Directs, manages & controls performance of the team, communicating and completing the assigned task/document Takes complete ownership of the aligned teams on their performance matrix Is highly customer oriented. Makes serious efforts at understanding client needs Operational Excellence: Monitors adherence of Service Level Agreement (SLAs) for the team specified by the Client / Process for TAT, Quality, Productivity & Attendance Cascades any important updates or information to the team in pre-shift briefings Audit documents and provides timely feedback to the employees as agreed with the Clients / Operations Conducts quality audits on weekly basis and draw up action plans for the advisors requiring coaching and development to achieve desired performance levels Tracks and controls attrition for his/her respective team Identifies process gaps and collaborates with the Client / Quality / training/WFM team to formulate solutions. Provides updates to Team Manager regularly with respect to the performance of the team and any issues faced by them Initiates CAP/DAP/EDP/Action pointers accordingly for disciplinary and performance issues Ensures efficient leave management of team Attends monthly calibration sessions with Quality, and Trainers to check alignment against the Quality standards People & Culture: Is an effective team player, can resolve conflicts effectively. Guides and supports the efforts of team members towards the achievement of the team objectives Maintains effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditions Enables development opportunities for team through participation in various initiatives Span