Team Lead

Opening for Team Lead Profile. (Digital Marketing experience mandatory)

Location-Gurugram (5 days working 2 days rotational off).

Experience: Minimum 2 to 4 yrs experience as a team lead (Digital Marketing experience mandatory).

Shift-24*7(Night).

Work from Office.

Roles & Responsibilities:

Effective use of key dashboards and call activity reporting to ensure excellent performance rigor.

Ability to identify and grow talent, lead, motivate and coach direct reports to establish and develop an effective team; identify outliers and manage the team performance to continuous KPI achievement.

Managing day-to-day operations ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.

Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. Able to adjust messaging to different target audiences (agent, Ops Manager) with to-the-point communication.

Able to adapt quickly to changes in workflows/processes/procedures/product features.

Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.

Able to clearly outline current performance drivers of their market and actions to improve.

Maintain a professional and personable demeanor at all times.

Skills Required:

Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Services are provided, as well as in English where required as a second language for the provision of Services

Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Services are provided, as well as in English where required as a second language for the provision of Services

Ability to explain what's driving their teams' performance in a concise and data driven way

Ability to identify and grow talent, lead, motivate and coach direct reports

Proven ability to identify training needs and support development of programs

High level of integrity as demonstrated personally and professionally.

Proven ability and passion to coach in one-on-one and also in a team setting with a clear data driven approach and tangible output for agents to improve

Outstanding customer service skills.

Excellent written and verbal communication skills. Comfort communicating with all levels of management and able to adjust messaging to different target audiences with to-the-point communication.

Excellent organizational skills and detail-oriented approach to problem solving.

Demonstrated proficiency in multi-tasking and prioritization.

Clearly demonstrated passion for ensuring the success of culture of excellence and commitment to quality and customer service.

Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry o Familiarity with project management.

Moderate understanding of business process improvement methods.

Understanding of departmental policies and procedures.

Job Description

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.

Do
Ensure process is executed as per the client contract
Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
Prepare notes from the huddle meetings and share it with the team
Prepare and share the performance data of the team with the client at the end of the shift
Interact with the client and prepare note to share updates and changes with the team
Review the performance on the key process metrices and conduct RCA to improve quality parameters
Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
Be part of the discussion between manager and WFM team on forecast and number of agents required
Organize fun hours on Friday for the team to promote team engagement
Identify opportunities for automation within the account and share it with the manager
Provide details and data to the automation team to support the automation initiative

Drive performance of the team on the identified metrices of the process
Review last 6-8 weeks performance data (RAG) and identify low performers
Provide feedback and coach the outliers/ low performers to improve their performance metrices
Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
Handhold the employees on performance on process and monitor for improvements
Identify training needs for new joiners especially and track their daily progress
Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the clients end

Stakeholder Interaction & Management
Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account
Work with quality team to ensure the quality improvements as per the delivery standards of the contract
Provide timely assistance in case of an escalation and support resolution of escalations/ issues

Effective Team Management
Resourcing
Hire adequate and right resources for the team
Talent Management
Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
Build an internal talent pool and ensure their career progression within the organization
Manage team attrition
Drive diversity in leadership positions
Performance Management
Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
Ensure that the Performance Nxt is followed for the entire team
Employee Satisfaction and Engagement
Lead and drive engagement initiatives for the team
Track team satisfaction scores and identify initiatives to build engagement within the team