Role Objective

Team Lead is responsible for both executing and reporting upon their core team’s work order. They are subject matter experts with a thorough understanding of team specific tools, workflows, and policies, and act as the interface between management and the operators. Should have positive people management skills and drive team to meet SLA’s

Role & Responsibilities

Deliver project requirements, expectations, and timelines
Responsible for operational efficiency & effectiveness of the teams
Ensure the team meets all contractual SLA targets along with helping others to meet the same
Perform work allocation and queue management for the team to manage any volume fluctuations
Monitor performance, identify improvement areas, implement action plans and track them to closure.
Manage customer support metrics like CSAT, TAT, ASA, AHT etc. and enhance their usefulness by improving correlation with customer satisfaction.
Address or escalate workflow, modeling, and policy clarifications
Manage dispute resolutions by engaging QC team and Policy Engagement functions.




Identify automation/optimization opportunities and develop technical solutions to drive such changes.
Drive skill enhancement initiatives in the team through knowledge sharing, cross training and rotation
Champion RCA efforts and inculcate culture of data driven deep dive analysis in the team.
Drive policy/process related change management initiatives
Responsible for managing attendance, attrition, performance, feedback of the team members
Conduct annual / bi-annual appraisals

Experience / Skills

3 to 5 years of overall experience team handling
Open to working Night Shifts and Rotational Shifts
People Centric and will be directly responsible for Retention
Will be responsible for reporting and dashboards
Directly answerable to clients when needed
Able to push team for optimum results and high productivity
Will be required to Train agents if needed
Needs to support new batches from a Nesting perspective
Rem

📌 Team Lead (Pune)
🏢 Tattva CX
📍 Pune