Team Leader, Operations

Job Description

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. Responsible for Customer/client interaction Assist in scheduling and time management. Allocate work and prioritize. Perform real time monitoring. Evaluate and coordinate operational, administrative, IT and HR issues for the team. Forward non- resolvable issues to the Operations Manager Team specific attrition and absenteeism management Team member performance management and identification of training opportunities Key skills and knowledge: Basic Banking Knowledge - International Voice Banking Preferred Knowledge of Csat/NPS is desired. Familiar with basic accounting knowledge Team development Good excel skills. Ability to manage Team Performance Ability to impart effective feedback. Ability to work in a 24/7 shift environment.