What would you do The Team Lead will be responsible for the management of a team of agents, for single or multiple clients that continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. Delivers customer satisfaction which exceeds expectations and achieves target of contribution and profit margins.
The Team Lead will work as part of the management team striving to meet all Service levels, targets and objectives through effective staff management.
What are we looking for 5-6 years outsourcing operations experience, including 1+ year(s) experience in Team Handling role
Aptitudes (functional skills)
- People management
- Drives issues to resolution and good problem-solving skills
- Good interpersonal skills
- Good administration skills
- Comfortable with responding to requests from all levels of the organization
- Team Player
- Positive Mindset
- Planning Organization skills
- Motivation Skills
Other Expectations
- Excellent spoken written English skills
- Knowledge of personal computers and Windows, Word, Excel, PPT and E-mail software
Customer Service
Roles and Responsibilities: Operational Responsibilities
- Manage Operations from process measurement standpoint
- Maintain regular communications with team on departmental and individual level performance expectations
- Work with client/BAE/Onshore team to define process and procedures
- Set and assess representatives performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basis
- Conduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc.
- Ensure performance and attendance issues and addressed promptly and consistently.
- Assist with scheduling and forecasting of staff to maintain optimal service provided
- Develop reward and recognition programs for teams
- Analyze and propose process improvements consistently
- Strong focus on people
- Share best practices across the process facilitate process improvements/cost reduction initiatives
- Interact and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metrics
- Drive Operational excellence
Commercial and Financial Responsibilities
- Provide high quality helpdesk services to the Client, ensuring that contractual Accenture Service Levels and service obligations are met for the work within scope of the role
- Identify opportunities to improve quality of operations
- Enhance knowledge of clients products and services within contact center
- Optimum Resource utilization workforce planning
Main Accountabilities
People Management Responsibilities
- Direct reports: Level 13 to 11
- Strong leadership and management ability
- Determine training needs for the team members
- Coach individuals on performance improvement tactics while providing positive feedback to those performing above expectations.
Client Customer Responsibilities
- Client Relationship Building
- Drive productivity in the respective process
- Managing day-to-day operations based on SLAs
- Ensures seamless delivery of services and manages all aspects of operational team
Call handling skills (handling complex escalated calls)
Coaching skills
Supports Client organization, both on-shore and off-shore Teams, Customer Relationship team and retained client organization
24*7
Versatile to Travel onshore if required
Able to work on a flexible basis as determined by the business needs