Team Leader



Objective of this role:

  • Delivery Champion
  • Manage Client Metric like SLA, TAT, etc
  • Team / People management

Job Responsibilities:

  • Meeting Client Matric like TAT & Accuracy Daily/Weekly SLA (To meet and exceeds Client Quality Target).
  • Handle Schedule Client calls, emails or Escalation calls.
  • Perform Analysis on client escalations & External Quality to provide inputs to the PL & Team.
  • Process Improvement Opportunity / Ideas with the help of Team members.
  • Process Test questioners to be set, encompass the basics, latest Process updates / changes, escalations, errors, etc.
  • Daily Team briefing, appropriate handover deliverables during shift transition.
  • Daily Team briefing, appropriate handover deliverables during shift transition.
  • Attrition Control.

Key Competencies:

  • Good Analytical skills
  • Communication skills - Verbal and Written
  • Problem analysis and Problem solving
  • Planning and Organizing
  • Judgment & Decision-making
  • Customer service orientation
  • Teamwork
  • Strong People and Performance Management

Education and Experience:

  • Minimum Graduation – Any Graduate
  • Experience with implementation of corrective action programs
  • Strong computer skills including Microsoft Office and Databases
  • Good People & Performance Management Skills

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