Team Leader - US Shift

Role & responsibilities

• Responsible for Handling Team of 15 to 20+ associates. To be the SPOC for all problems and queries with specific business assigned.
• To Process all assigned tasks within the allotted TAT.
• Prepare Daily/Weekly/Monthly Reports and any other ad-hoc report as on required.
• Train & guide team members on US Mortgage and Property Restoration Process.
• Presenting the weekly/monthly calls with clients and stakeholders at respective transaction levels
• Reporting queries and getting resolved within stipulated timelines
• Performing Real time monitoring and Quality Check on regular basis for all Team Members
• Responsible to meet all agreed clients, Vendors and stakeholders SLAs and performance parameters
• To Provide support to the team by acting as the first in line of escalation for customer related queries to provide extraordinary customer service
• To embody the spirit of excellence through team building, able leadership and excellent team management skills
• Identify areas of concern and under performance and take corrective measures to improve performance.
• Responsible for development of team members- team motivation, up-skilling- career development
• Ensure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on data
• Evaluate and coordinate operational, HR, admin, IT and Transport related issues for the team
• Team specific attrition control, Shrinkage and absenteeism management
• Analysis and identification of training need for Team member.
• To Manage overall employee performance and discipline on the floor.
• Ensure employee engagement and motivation at all times.