Team Leader Operations:

Roles and Responsibilities

DELIVERY MANAGEMENT

• Acts as a point of contact for the resolution of escalations, enquiries and complaints from external and internal customers and providing plan of actions with execution adherence
• Ability to look for alternative solutions for problems identified; Takes decisions based on logical reasoning and relevant information.
• Has hands on experience in handling daily deliverables and leads by example to his/her team members
• Has a sound understanding of policy, procedures and regulatory compliance enough to guide others
• Answers inquiries by clarifying desired information; researching, locating, and providing information
• Maintains customer records by updating account information on a regular basis
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Prioritizes work in alignment with Team’s goals, and acts accordingly
• Maintaining SLA target monthly to achieve desired KPI s including absenteeism and attrition within the team
• Able to interpret metrics / data
• Fulfils requests by clarifying desired information; completing transactions; forwarding requests.

PEOPLE MANAGEMENT

Managing Self

• Ability to multi-task and conduct business training (pre-process & process), handle quality & MIS
• Work with Supervisor in effective planning of manpower.
• Identify probable attrition and take measures towards retention
• Attrition and Absenteeism -control and maintains threshold
• Assumes responsibility for work activities and coordinating efforts

Managing & Inspiring others

•   Managing an average team size of 15-20 members
• Approachable and supportive towards the team. Also, we should have the ability to motivate the team in the       right direction to achieve the targets
• Regularly organizing huddles to update the product & process changes.