Team Lead Operation ( International Voice Process)
Minutes to Seconds Pty Ltd
- Pune, Maharashtra
- Permanent
- Full-time
- Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Regularly impart effective coaching to direct reports, enabling consistent high performance delivery
- Identify performance related issues, develop an action plan for improvement and implement corrective action
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
- Communicate expectations to employees and provide timely updates
- Provide subject matter expertise in handling escalated customer calls as needed
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
- Stay current on internal work processes, policies and procedures. Attend required manager development training
- Promote CNX values- walk the talk and lead by example
- 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 members, multi-tasking, prioritization, and meeting timelines of deliverables
- Ability to mentor, coach and provide direction to team members
- Willingness to work in a flexible schedule