The Team Lead will represent the team in communications with the client and provide all levels of support when necessary.
They are the main point of contact for the client and act as the point for escalation. They are responsible for all aspects of the process and will liaise closely with global counterparts.
There will be a strong element of analytical metrics review & input, new process incubation, induction and process improvement
Production Floor Hygiene - Meeting the client defined SLA for your teams, which will be mainly as per your score card and project metrics
Ensuring task assignment and delivery as per the task queue and TAT
People & client management
DSAT / Escalation analysis to be closed within 24 hrs.
Serve as a focal point to communicate and resolve any operational issues within the team or with the client
Ensuring reporting of tasks closed, CSATs / DSATs received on a weekly basis (Daily in Pilot)
Internal stakeholder management Reporting of metrics, EWS, RCAs
Managing process financials
Team Engagement :
100% one on one closure for your team with complete documentation by end of every month
Zero tolerance on compliance issues in your team
Team engagement activities like TGIF, team outings, fun activities within the team to keep people engaged
Provide guidance to the team based on management direction
Identify training needs and support development of programs for upscaling
Performance Management :
Communicating strategic plans, goals, objectives, assignments, and actionable events to the team; including deadlines and timeframes for completion of task (i.
e., planning performance)
Monitoring the status of work and identifying and solving problems (i.e., monitoring performance);
Coaching the team in problem-solving methods, work methods, and in consensus-building activities, and training or arranging for the training of team members in skills, methods, and techniques necessary for completing individual and team tasks (i.
e., developing performance);
Making recommendations for performance appraisals (i.e., rating performance); recognition (i.e., rewarding performance);
Initiating and monitoring Performance Improvement plan for bottom performers (i.e. PIP / QIP process)
Extra Responsibilities :
Attending different kinds of trainings to groom yourself for the next level
Driving ideas and innovations within your teams
Lead, motivate and coach direct reports
Recruitment and onboarding of new profiles