Team Lead operation

Role and Responsibilities

• Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.
• Provide excellent customer service and determine the needs of the client.
• Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
• Participate in the development and presentation of proposals for business development.
• Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
• Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
• Do Root Cause Analysis to identify key AFis and create action plans / goals to improve
• Efficiently coach associates in meeting the metrics
• Manage and drive performance from the Associates in meeting SLAs and KPIs
• Manage team attrition
• Collaborate with the different support groups - Recruitment, Training, Quality, HR, Workforce to improve agent profiling and performance
• Any other responsibilities assigned by the direct supervisor / manager.
• Ability to think strategically and work in terms of business opportunity and growth

Applicant's Specifications & Qualification

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