- Understand, interpret analyze various operations-related reports, identify trends, and determine root causes for day-to-day operational outcomes.
- Understand basic statistical concepts tools (Excel) and use them to enhance team performance
- A Team Leader should be able to use basic Time Management tools to:

- Prioritize tasks based on urgency and importance.
- Stay current with his daily responsibilities (both task and people related).

- A Team Leader should have effective Performance Management Skills to:

- VHA plan, organize prioritize to define short long term targets for individual advisors and for the team
- Create and deploy action plans to drive the achievement of targets
- Conduct effective performance reviews both, for the team and for individual advisors
- Respond effectively to success failure in individual advisors and the team

- A Team Leader has the critical responsibility of Communicating Business Decisions to the team in an effective, clear and timely manner.

Customer Centricity:

Customer orientation is a key competency required for the Team Leader role. A Team Leader is expected:

- To consistently place a high value on customers and all issues and factors that relate to customer experience
- To understand drivers for customer satisfaction/dissatisfaction and provide insights back to the business
- To effectively handle call escalations follow-up on cases, callbacks, and complaints thereby driving positive customer experience
- To drive customer satisfaction through first call resolution by the advisors
- To drive customer satisfaction through first call resolution by the advisors
- To be the Voice of the Customer by ensuring feedback and suggestions given by the customer reach the relevant people/department, and see it through to closure.
- To ensure delivery of all promises and commitments made to the customers.
- People Management Competencies
- As the first point of contact for all advisors on the team, the Team Leader is expected to demonstrate people management competencies

Coaching Feedback:

- Ability to provide feedback in a constructive, firm, and outcome-focused manner
- Ability to coach advisors through their challenges issues to continuously enhance performance behaviors

Influencing:

- Understand what motivates different advisors and influence them effectively
- Understand the dynamics within the team and influence team members to work together to contribute to team goals
- Be able to influence peers managers to drive continuously enhance customer and employee experience

Conflict Management:

- Be sensitive to sources of conflict within and between teams and effectively resolve or escalate issues as appropriate




- Proactively address interpersonal conflicts among team members and use appropriate methods to achieve resolution

People Development:

- Provide opportunities for development (training opportunities role assignments) to advisors as appropriate
- Build rapport and trust with advisors to enable conversations around their AOIs
- Encourage advisors to take responsibility for their own development
- Spend quality time with advisors to enhance their capability

JOB PURPOSE:

- The purpose of this job role is to have the end to end accountability for advisor performance, engagement development. By doing this, ensure that the team meets its KPIs and efficiencies.

PRINCIPAL ACCOUNTABILITIES:

- To manage drive Customer Experience by:
- Monitoring calls to identify trends in advisors knowledge, skills and on call behavior to provide real time intervention on the call to improve customer experience
- Reviewing customer feedback to gather insights on Not Resolved to provide feedback to relevant advisors to improve customer experience
- Conducting regular coaching conversations with Advisors on performance score card (inputs from complaints, quality evaluations, customer experience surveys and TL evaluation) to enhance customer experience
- Handling customer escalations / sup calls to demonstrate customer centricity
- Managing cases raised by team / Call-backs to role model drive and keeping your word
- Attending calibration sessions with the Quality team how to operationalize it effectively to ensure the advisors get the same message understand how to deliver it
- Taking ownership for Compliance within the team and ensuring zero instances of mis-selling fraud

- To manage drive Efficiencies Commercials by:

- Conducting regular Coaching conversations with Advisors on continuously improving efficiencies (AHT, OB and schedule adherence)
- Ensuring Schedule adherence by monitoring driving real time adherence (RTA) leading his team from the front

- To manage drive Employee Experience by:

- Providing timely, honest and constructive feedback (performance and behavioral) on a regular basis
- Conducting soul chats supporting each advisor through his challenges concerns, through regular and effective coaching
- Guiding and supporting advisors development journeys based on their aspirations and performance
- Planning conducting activities to increase team engagement and driving fun at work,



to enhance team bonding and employee satisfaction
- Ensuring advisor needs basics like their attendance, leaves, transport etc. are taken care of Performance Reviews Driving Improvements (Self Team):
- Conduct monthly performance conversations with advisors create detailed create game plans on how to achieve targets
- Updating TOMs on a daily basis on previous days performance, game plan for the day and discussing any updates, challenges and concerns
- Conducting Weekly Team Meet with the TOM Group / Performance Reviews to jointly review team performance against targets, and take concrete steps to course correct through best practice sharing.
- Having Monthly One to Ones with TOM to share advisor and operational concerns challenges with reporting manager and seek coaching and support
- Making recommendations cross functionally for improving ways of working suggestions for process improvements
- Keeping himself updated process/business knowledge and working with TOM for personal development

REQUIRED SKILLS:

- Subject Matter Expertise
- Operational Metrics Deliverables
- Active Management
- Manage the teams performance and deliverables and customer experience on a real time basis
- Team Management Competencies
- Analytical Ability to analyze various operations related reports, identify trends and determine root causes for day to day operational outcomes.
- Understand basic statistical concepts tools (Excel) and use them to enhance team performance
- Time Management
- Effective Performance Management Skills
- Critical responsibility of Communicating Business Decisions to the team in an effective, clear and timely manner.
- Customer Centricity
- Customer orientation
- People Management Competencies
- Coaching Feedback and Positive Influencing
- Conflict Management
- People Development

QUALIFICATION:

- Graduation

CAREER PROGRESSION

We recognize the potential in our employees and assist them reach the position that they deserve.

IN-HOUSE TRAINING

We conduct in-house training that can help our employees improve their skills while they work.

JOB SATISFACTION

The well-being of our employees is our priority and we do our best to make sure that they are satisfied with their work.

Incentives

We recognize the work of our employees and have outstanding incentives for those employees who top every month.

JOB
SATISFACTION

PERSONAL
GROWTH

LEARNING AND
UP-SKILLING

WORKFORCE
WELLNESS

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 TEAM LEAD For AN INTERNATIONAL VOICE PROCESS (Pune)
🏢 AM Infoweb
📍 Pune