Team Lead - Customer Support

Role & responsibilities

• Manage and own operation performance SLA, quality compliance and utilization.
• Manages and owns team attrition and motivates team to exceed SLAs.
• Responsible for goal setting for performance period. Track performance to annual goals.
• Coach/mentor team on client specific processes.
• Provide training/development guidance to the team.
• Establish and manage loyal relationships with key stakeholders.
• Understand client business requirements, propose and negotiate a technical solution and deliver solutions.
• Translate client business requirements for internal technical team and ensure that the product/service is delivered to client per the requirements and timeline.
• Facilitate the transfer of best practices and continuous improvement processes within the team.

Preferred candidate profile

• Strong leadership skills in a client-facing environment.
• Excellent communication and client management skills.
• Experienced team leader skilled in people development, coaching and motivation.
• Strong teamwork, problem solving, organization and process improvement skills.
• Efficient in MS Excel, Word & PowerPoint.
• Bachelors Degree required, masters in business or operations preferred.
• Comfortable working in night shift starting post 6 PM.