Functional Skills & Competencies Subject Matter Expertise

- To be a brand ambassador and drive brand awareness in his/her team.
- To be current with Three's products and processes, especially those specific to his vertical / skill set.
- To coach, refresh, and answer product and process-related queries raised by advisors and customers. Operational Metrics & Deliverable
- To have an understanding of different operational metrics, their inter-relationships, and their impact on profitability and customer experience
- To use insights about interrelationships between metrics to manage operational service levels (eg. Manage the impact of absenteeism and late log-ins on service levels)

Active Management

- To manage the team's performance and deliverables on a real-time basis through constant monitoring and feedback.
- To manage the customer experience on a real-time basis through effective escalation management and real-time advisor feedback
- Team Management Competencies
- To display Analytical Ability by being able to:
- 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, transparent and timely manner.

📌 Team Lead - International Voice Process (Pune)
🏢 AM Infoweb
📍 Pune