We have an urgent opening for Team Leader at ODeX India Solutions Pvt Ltd.

Designation: Team Leader

Experience: 4-7yrs

Location: Vikhroli West

Graduate: Any Graduate

Salary upto 4.5LPA (based on interview)

Job Responsibilities:

1. Team Management:

- Lead a team of support staff, including assigning tasks, monitoring workloads, and ensuring the timely completion of tasks.
- Provide guidance, training, and mentorship to team members to enhance their skills and career development.
- Conduct regular performance evaluations and provide feedback to team members, recognizing achievements and addressing areas for improvement.
- Positive and cooperative team culture, promoting teamwork, morale, and a customer-centric approach.

2. Issue Resolution:

- Ensure prompt and accurate resolution of customer problems, escalating complex issues when necessary.
- Monitor and analyze customer feedback to identify recurring issues and develop strategies for improvement.
- Maintain a high level of customer satisfaction by delivering excellent support services and managing customer expectations.

3. Process Improvement:

- Continuously evaluate existing support processes and workflows to identify areas for improvement.
- Streamline support procedures to enhance efficiency, reduce response times, and increase customer satisfaction.
- Collaborate with other departments, such as product, development or quality assurance, to address recurring customer issues and drive improvements in products or services.
- Implement appropriate tools and technologies to automate support processes and enhance productivity.

4.



Knowledge Management:

- Develop and maintain a comprehensive knowledge base or documentation system to ensure accurate and up-to-date information for the support team.
- Provide training and resources to team members to enhance their product/service knowledge and troubleshooting abilities.
- Identify knowledge gaps and work with relevant authorities to fill those gaps through training programs or resource development.

5. Reporting and Analytics:

- Collect and analyze support-related data, such as ticket volumes, response times, resolution rates, and customer feedback.
- Prepare regular reports and metrics to track team performance, identify trends, and provide insights to management.
- Utilize data-driven insights to make informed decisions, optimize resource allocation, and improve overall support operations.

6. Team Building and Team Retention:

- To possess strong team-building skills.
- To foster collaboration, promote a sense of unity and camaraderie within the team, and leverage individual strengths to create a high-performing team.
- To build/promote a sense of unity and mutual understanding within the team and should be good at retention of any team member if needed.

7. Collaboration:





- Collaborate with other departments, such as sales, marketing, or product teams, to share customer insights and contribute to product/service enhancements.
- Connect on regular basis with other team leaders or managers to ensure seamless coordination, knowledge sharing, and alignment of goals.
- Effectively communicate updates, changes, and best practices to the support team, ensuring clear and consistent messaging.

8. Emotional Intelligence and Decision Making:

- To empathize team members, create positive work setting and supportive environment.
- To analyze information, consider various perspectives, evaluate risks, and make sound decisions in a timely manner.

9. Adaptability and Time Management:

- Should be open to change, able to adjust plans and strategies as needed, and support team members in navigating transitions.
- Should be able to allocate resources efficiently and manage their own time as well as that of the team members.

10. Grievances Handling:

- Should be an active listener and able to create an open communication environment ensuring that team members know they can approach the team leader with any issues they may have.
- Offer support to the team member raising the grievance, ensuring they feel heard/understood and determine appropriate actions based on the findings of the investigation and the nature of the grievance.
- If necessary, should be able to escalate the matter to higher management or HR, following established protocols and procedures very diligently.

📌 Team Leader (Mumbai)
🏢 ODeX India Solutions
📍 Mumbai