Team Leader - Customer Service - International Non Voice Process (3-7 yrs)

We are hiring for Team Leader(International Non Voice) for Gurgaon location. Details are given below:

Job title: Team Leader

Experience: 3+ Year

Salary: Upto 6 Lpa

Days: Monday to friday

Location: Gurgaon

Key Roles And Responsibilities:-

- Manage Chat process team's KRA goals and target achievement.

- Share Scorecard within the team and enable individual awareness on their KRA goals, targets and their current stand.

- Arrange for team meetings and discuss operational issues and ways to achieve operational excellence.

- Take ownership of cases - keeping track & following up on escalated cases and ensure progress of cases through backlog review.

- Notify/discuss with manager on cases that require assistance or which needs to be managed politically.

- Identify Knowledgebase availability & create/publish new Knowledge Base Articles.

- Jointly responsible, along with the manager, to identify candidates for PIP and plan for refresher training.

- To train people on topics those are identified by the escalation leads.

- Have appropriate succession planning in place for critical roles (like SME, Supervisor, Trainer) so that associates can be groomed up the ladder

- Should be able to effectively lead conflict management in their team and resolve issues.

- Daily Management of shift

- Administrative management of associates

- Work allocation to associates, Monitoring and mentoring of associates on productivity, quality and knowledge.

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