Team Lead Operation ( International Voice Process)

Mumbai - India

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

MinutestoSeconds is a dynamic organization specializing in outsourcing services digital marketing IT recruitment and custom IT projects. We partner with SMEs mid-sized companies and niche professionals to deliver tailored solutions.

Requirements

Role: Team Leader

Designation : Team Leader

Location : Mumbai

Minimum Years of Experience :3

Role and Key Responsibilities:

Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
Regularly impart effective coaching to direct reports enabling consistent high performance delivery
Identify performance related issues develop an action plan for improvement and implement corrective action
Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs ) and financial expectations
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer calls as needed
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes policies and procedures. Attend required manager development training
Promote CNX values- walk the talk and lead by example

Key skills & knowledge:

Associate s degree in related field with two to four years of relevant experience preferred
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to completion
Strong communication skills both written and verbal
Ability to lead team members multi-tasking prioritization and meeting timelines of deliverables
Ability to mentor coach and provide direction to team members
Willingness to work in a flexible schedule

Educational Qualification : Graduation

Role: Team Leader Designation : Team Leader Location : Mumbai Minimum Years of Experience :3= Role and Key Responsibilities: Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements Regularly impart effective coaching to direct reports, enabling consistent high performance delivery Identify performance related issues, develop an action plan for improvement and implement corrective action Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs ) and financial expectations Communicate expectations to employees and provide timely updates Provide subject matter expertise in handling escalated customer calls as needed Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities Stay current on internal work processes, policies and procedures. Attend required manager development training Promote CNX values- walk the talk and lead by example Key skills & knowledge: Associate s degree in related field with two to four years of relevant experience preferred Highly motivated individual with skills to develop and coach team members to achieve performance expectations Work well under pressure and follow through on items to completion Strong communication skills, both written and verbal Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables Ability to mentor, coach and provide direction to team members Willingness to work in a flexible schedule Educational Qualification : Graduation