Sr. Team Leader, Operations

Overview

Lead a team of call center associates in Gurugram, driving service delivery to customer KPIs and team performance.

What you'll do

• Lead team members, foster their professional development and growth via effective coaching and communication, and promote teamwork and cooperation.
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
• Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs) and financial expectations.
• Communicate expectations to employees and provide timely updates and changes.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible.
• Provide feedback to team members on call coaching and other daily performance and behavioural activities.
• Stay current on internal work processes, policies, and procedures. Attend required manager development training.
• Supervise group of call center associates, including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Complete shift-wide projects that aim to increase productivity, quality or other KPIs.
• Promote the Company's values through behaviour and attitude, including being an advocate for team members.

What you'll need

• Associate's degree in related field.
• Four to six years of experience.
• Strong communication skills, both written and verbal.
• Demonstrated ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Ability to work well under pressure and follow through on items to completion.
• Willingness to work a flexible schedule.
• Educational qualification: Graduate.

Nice to have

• At least one year of Progressive Management Experience (preferred).

Details

• Location: Gurugram, India (2nd, 3rd and 4th floors, RMZ Infinity).
• Employment type: Full time.