Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions/Core Responsibilities

- Data follow up on Marketing campaigns, Online Queries, handle customer escalations.

- Manage a team of tele callers and support staff to drive and achieve targets as set by the business or clients.

- Manage people related metrics such as shrinkage and attrition by driving employee engagement initiatives to motivate team members.

Staffing and Rostering.

Portfolio Management - Preparing DRR sheets, driving daily achievements, determining health of portfolio, portfolio analysis basis customer demographics.

- Micro level daily tracking of accounts/ leads along with account level review on a daily basis

- Take corrective measures with cross functional stakeholders against Internal process gaps if any impacting Portfolio / Process / Business Performance

- Daily follow-ups on pending cases to maximize conversions.

- Resolving service issues impacting Portfolio Performance

- Update feedback trails on system wherever required and sending daily reports to the concerned reporting head.

- To effectively manage all customer/ merchant related complaints and issues.

Key Skills and knowledge :

Candidate Profile :

- Associate's degree in related field with two to four years of relevant experience preferred

- Highly motivated individual with skills to develop and coach team members to achieve performance expectations

- Work well under pressure and follow through on items to completion

- Strong communication skills, both written and verbal

- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable

- Ability to mentor, coach and provide direction to a team of employees

- Willingness to work a flexible schedule

- Insurance with sales experience required

- Only from the BPO industry Can apply