JOB DESCRIPTION

Position Name:
Team Leader
- Responsible to manage a team of 25 ERC employees (Inbound Process).
- Drive the implementation of the performance measures for the team.
- Performance Management, Review & Training Needs identification for team members.
- Track attendance & leave management of the team - Daily/ Weekly respectively (Roster & Attendance Management).
- Conduct team meetings periodically
- Conduct one on one with team members (weekly/fortnightly).
- Conduct daily huddles and document huddle activities with action plans.
- Ensuring Quality Analysis (QA) action plan closure
- Handle escalated and unresolved issues (eg Vehicle Busy Cases etc).
- Call monitoring and feedback Sessions (minimum 5 evaluations per Associate per month).
- Provide coaching/feedback & develop action plan for team members per the Performance Management Process/ Policy.
- Provide feedback to Operations Manager on the performance of team members - Weekly/ Fortnightly/ Monthly.
- Provide support by taking initiatives like training, taking calls for 2 hours every day,



organizing employee engagement events, process presentations, quality initiatives etc.
- Achieve minimum thresholds (as set by the process) on Process Knowledge Test (PKT) monthly
- Abide/adhere to ERC Floor policy, ERC process guidelines, HR Policies.
- Abide by the reporting requirements for the National Team and the specified Timelines thereto if any Optimal Email Management.

Candidates Desirable:
- Any Graduate
- Min. 2-3 years of experience and knowledge in Customer Service or BPO operations is required as Team Leader in BPO operation.
- Excellent written and verbal communication
- Excellent knowledge of MS-Office software
- Team handling experience
- Maturity and leadership skills are prerequisite for the position
- Have robust analytical skills; be able to interpret data, identify trends, and make suggestions for improvements.
- Efficient, Able to deal in difficult situation, Self-motivated.
- Key skil

📌 Customer Service Team Lead (Lucknow)
🏢 GVK EMRI
📍 Lucknow