Acting Team Lead

The person will be responsible for overseeing activities of his/her team assuring that the set targets for Quality and all other KPIs are being met, so that all call centre operations keep running smoothly. Core duties include assessing team’s performance scores, giving them feedback and providing all necessary support to maximize team’s performance. The person should possess strong communication skills, impressive leadership, the energy and motivation and to play a key role in a dynamic, growing technology based company.

Qualifications

Graduate

Excellent written and verbal communication skills.

Excellent management and leadership skills

Coaching Skills

Analytical – ability to examine problems effectively and evaluate alternate solutions

Teamwork, Discipline, and time management

Proficient in MS Office (will need to work on reports on Excel/Word and PowerPoint)

Responsibilities

• Communicate the company’s vision, purpose, core values to the employees at grass root level
• Implement the organizational policies in his / her respective team
• Works cohesively with support departments to ensure improved performance results
• Improve and facilitate team work and coordination through effective communication within the team
• Take escalation calls when needed and promote exceptional customer service by providing first hand resolution
• Promote professionalism in the contact centre environment
• Ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks