Team Leader

Digitide; India; On-site; INR 500,000 - 750,000; Full time

Job summary

Digitide in India seeks a Team Lead for customer-service operations. 2-3 years of experience in the current role and a clean record (no warning letters in the last 6 months) are expected.

You will administratively manage a team, monitor performance, drive recognition through R & R programs, analyze reports to boost productivity, and ensure high-quality service to meet client SLA and CSAT targets.

Qualifications

• 2-3 years of work experience in the current role.
• No warning letter issued in the past 6 months.
• E-learning mandatory courses certified wherever applicable.

Responsibilities

• Administratively manage a team and monitor their performance.
• Motivate and recognize team members through implementation of the R & R programs.
• Analyze various reports to enhance productivity.
• Improve quality of service and increase client delight.
• Prepare and submit periodic reports of Team performance and identify gaps/improvement scope.
• Rostering and scheduling of agents as per process requirement.
• Provide end-to-end resolution by taking ownership and doing follow-ups.
• To ensure required login hours of the team to meet the volume of work.
• To ensure all team members are equipped to handle customer queries.
• To meet team targets like AHT, Quality score, CSAT, etc.
• Plan, prioritize and delegate work tasks for proper functioning.
• Improve the retention of employees.
• Ensure both client and end customer receive consistent service by reviewing quality and feedback.

Skills

Team management

Performance monitoring

Quality improvement

Data analysis

Motivation

Attendance tracking

Scheduling

Education

12th/Undergraduate

Job description

Job Description:

A2 to A3
Or
P1 to P2
P1 to P2

• Average PMI (last 6 months)/PMS rating 3 and above
• 1 year of exp in the current role
• No Warning Letter issued in the past 6 months
• E-learning mandatory courses certified wherever applicable

Responsibilities

• Administratively manage a team & monitor their performance
• Motivate and recognize team members through implementation of the R & R programs
• Analyze various reports to enhance productivity
• Improve quality of service and increase client delight
• Prepare and submit periodic reports of Team performance and should identify the gaps/scope of improvement (if Targets are not met).
• Rostering and Scheduling of agents as per Process requirement
• Provide end-to-end resolution by taking ownership and doing follow-ups
• To ensure required login hours of the team to meet the volume of work.
• To ensure all the members of the team are equipped well to handle customer’s queries.
• To meet the Team targets like AHT, Quality score, CSAT Etc.
• To plan, prioritize and delegate work tasks to ensure proper functioning of team.
• Improve the retention of employees
• Ensure that both client and end customer gets the right kind of service in a consistent manner by periodically reviewing quality, Customer appreciations or complaints if any.
• Managing to achieve process KPI & SLA
• Managing to achieve CCE KPI & SLA
• Audit calls and identify the training requirements.

Key Deliverables

• Quality Scores
• Client SLA achievement
• Improve CSAT
• Low attrition & High Productivity
• Attendance compliance
• Client satisfaction

Professional Experience

• 2-3 years of work experience.

Qualifications

12th/Undergraduate