Team Lead - Voice Support

r3 Consultant; Maharashtra; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading consultancy firm in Maharashtra is seeking a skilled Team Leader responsible for managing day-to-day operations and ensuring that teams of 15 to 20 associates meet productivity standards. The role involves effective communication with stakeholders, optimizing workflows, and motivating team members for excellent customer service. A strong background in process management and quality concepts is essential. Join a dynamic team that values performance and customer satisfaction.

Qualifications

• Proven ability to lead a team of 15 to 20 associates.
• Strong listening and communication skills.
• Experience in managing day-to-day operations to meet SLAs.

Responsibilities

• Manage teams to ensure delivery on speed and accuracy.
• Conduct staffing calculations every quarter.
• Implement process improvement initiatives.
• Handle customer complaints and escalations efficiently.

Skills

Team leadership

Effective communication

Process optimization

Customer service

Job description

BASIC PURPOSE:

The team leader will manage the people, processes, and stakeholders for a given process. Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks (Productivity/TAT/accuracy)

Job Description

BASIC PURPOSE:

The team leader will manage the people, processes, and stakeholders for a given process. Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks (Productivity/TAT/accuracy)

ESSENTIAL FUNCTIONS:

• Ability to lead team size of 15 to 20 associates.
• Ability to listen and communicate effectively.
• Should be able to direct team’s effort to meet the set process SLAs consistently.
• Basic understanding of Quality concepts like Lean & waste identification
• Ensure relevant processes are followed on the operational floor.
• Conduct calculations to determine the staffing requirements every quarter. This calculation should be shared with the Managers.
• Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks.
• Manage and optimize workflows (pipeline and individual work queues) through appropriate.
• Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations.
• Identify, facilitate, and implement process improvement initiatives to improve efficiency.
• Measure and review the Quality and productivity of the team and provide one to one feedback to ensure high quality and discipline.
• Handle customer complaints and escalations efficiently.
• Manage team absenteeism, attrition, attendance, breaks and conduct.
• Drive Customer Service positively and motivate team members to provide great customer service.
  
  

REPORTING RELATIONSHIPS: Associate & Senior Associates