ole: Team Lead

Function: Team and SLA Management

Job: Operations

Reporting to: Manager

Location: Pune / Nagpur

Key Responsibilities

Training:

Manage a set of new hires through initial team bonding exercises

Prepare a training schedule and adhere to timelines.

Track attendance and maintain MIS for test scores etc.

Ensure that training material is updated

Gauge the understanding levels of the batch from time to time and report back to the Manager.

Provide ongoing, constructive feedback to the team

Initiate ID creation requests with the tech team

Ensure that the entire batch is aware of the quality parameters

Ensure complete supervision as soon as the batch hits the floor

Identify gaps and plan training sessions for the existing team

Operations:

Manage a team of 15-20 + associates

Track attendance and maintain MIS for test scores etc.

Ensure that training material is updated

Provide ongoing, constructive feedback to the team

Identify gaps and plan training sessions for the existing team

Responsible for customer service turnaround within set time frames





Ensure accurate documentation of customer profiles

Handle written customer correspondence on behalf of customer

Communicate with operations staff on client issues, policy change etc.

Should be able to communicate effectively with customer based out of UK

Passing the case to the relevant Q based on information given/missing

Should be able to analyze customer requirements & process cases accordingly

Meet unit level targets set for efficiencies, service levels and attrition

Skills Required

Working knowledge of PCs e.g., MS Office

Excellent keyboard skills

Generic understanding of customer service

Excellent spoken English and written communication skills

No Regional Accent

Ability to verbalize thoughts

Correct construction of sentences and grammatically correct English

Positive grasping power

Excellent listening skills

Team player

Understanding of job profile applied for

UK Insurance kn

📌 TEAM LEAD (Pune)
🏢 Tata Consultancy Services (TCS)
📍 Pune