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Team Leader - Operations

Team Leader - Operations

HGS

1 years

0 Lacs

hyderabad telangana india

Posted:2 days ago| Platform:

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Skills Required

chat support management coaching development compliance service reports resolve analysis calibration mediation analyze schedule code security data integrity report adaptability

Work Mode

On-site

Job Type

Full Time

Job Description

JOB DESPCRIPTION

Designation:

Team Leader

Position Summary

The Team Leader is responsible for supervising a team of chat support agents, ensuring high performance in quality and productivity. The role involves team management, coaching and development, policy compliance, administrative tasks, and acting as a liaison between management and team members.

Education & Experience

Graduate
Minimum of 1 year experience as a Team leader in chat process for international credit card/financial service programs

Roles And Responsibilities

Team Management

Monitor team performance using reports and systems
Implement floor policies and manage daily operations
Ensure system readiness and resolve technical issues
Provide on-the-spot support to CCPs
Conduct regular coaching and team huddles

Coaching & Development

Provide feedback and performance analysis to team members
Address hotline behaviour and compliance issues
Attend calibration meetings and ensure process adherence
Create and manage Individual Development Plans (IDPs)

Staff Development & Mediation

Address HR concerns and promote team morale
Cascade updates and policies effectively
Analyze call trends and coach accordingly

Administrative Functions

Manage attendance records, schedule adjustments, and appraisals
Investigate and act on code of conduct violations
Submit regular reports (e.g., coaching logs, team performance, appraisals)

Safety & Security

Uphold Quality Information Security Management System (QISMS)
Protect data integrity and report incidents promptly

Desired Skills And Abilities

Strong people management and coaching skills
Analytical thinking and problem-solving
Excellent verbal and written communication
Customer service orientation
Proficiency in using computer systems and tools
Adaptability to change and strong execution drive

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