TEAM LEADER

The main responsibilities of a TEAM LEADER include:

• Develop strategies and action plans, which will be used to meet or exceed SLAs
• Work closely with the Operations Manager on the process front
• Attention to detail regarding all the processes and client reports
• Work closely with the manager to bring best-in-class ideas / innovations / process improvements
• Effectively plan and control SLAs using tools from the client for execution
• Continually monitor and improve the overall performance of the team
• Comply with the client and organization’s internal policies and procedures
• Ensuring all SLAs (Collections, Productivity, Quality, TAT) across all the teams are met
• Seek inputs from team members on ways to improve SLAs
• Anchor and complete skip-level meetings every month
• Actively acknowledge everyone’s efforts, contribution, and commitment to your processes
• Ensure daily team huddles/meetings are used constructively to communicate client and policies and procedure
• Challenge poor performance of processes in a positive and constructive manner
• Be the anchor between all departments and verticals to address all process-related gaps

To apply for the role, you must have the following:

• Minimum of 4 years experience in Customer Service or relevant field
• Excellent communication skills (English, both oral and written)

It will also be favorable if you have the following:

• Bachelor’s Degree
• Attention to detail and concern for accuracy
• Excellent time management skills and multi-tasking ability
• Compliant with rules and regulations