Job Description :
Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
The Team Lead is primarily responsible for the day to day operations of the program according to the scope of work and service level requirements.
Duties include hiring, managing performance and developing strategic approaches to act on any identified needs. Aside from providing support, motivation, coaching and development to direct reports, this role also evaluates and implements company policies and procedures.
This function must determine long range goals and objectives to meet business operation expectations and is accountable for coordination and cooperation with the onshore and offshore management.
Manage the team’s day to day operation to ensure that SLA is met
Handle escalations on a timely manner
Conduct recruitment and hiring of CSRs
Assist in workforce management duties such as schedule and leave management
Review team performance and provide corrective action plan / s perform 1 : 1 coaching, provide support, motivation and development of staff
Review, collect, and summarize quality control and business reports
Assists in conducting a regular training needs analysis for personal and professional development of the staff
Identify opportunities for process improvement recommendations
Partner with HR with regard to any payroll and disciplinary measure concerns
Facilitate meetings to disseminate announcements, discuss policies and calibrate process
Assist immediate supervisor in coordinating team resources, monitoring team activities, and preparing reports
Minimum Skills Requirement to Hire :
College / University graduate
Candidate should not have any attendance issues or any disciplinary action.
Candidate must have at least one year tenure in their current position.
Candidate must meet job expectations and pass all performance metrics in his / her current unit.
Candidate must demonstrate problem solving skills.
Candidate must have effective communication skills in English.
Candidate must have comprehensive product knowledge
Good understanding of Key Performance Metrics
Ability to use Avaya telephony system including logging, performing conference call, transfer calls, selecting the proper aux codes
Strong PC skills with the ability to toggle between multiple applications within Citrix
Knowledgeable on Lotus and Microsoft Applications such as Excel, Word and Power Point
Minimum Skills Requirements to Go-live :
Strong customer service focus
1. Prioritize customer needs with high level of confidence and professionalism
2. Manage deadlines, address urgent cases effectively and recommend solutions
Ability to make an analysis of the program-level opportunities and develop an action plan
Can coach and mentor to successfully improve the performance of others
Adept at data collection, summarization and analysis of metrics
Prepares well-composed oral and written reports and presentations for management and business unit audiences