Senior Team Leader

A3 to A4

Or

P2 to P3

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

• Administratively manage a team leaders and monitor their performance
• Motivate and recognize team members through implementation of the company R & R programs
• Improve quality of service and increase client delight
• Achieve service level and productivity targets for the team
• Monitor and maintain quality of interaction with customers
• Prepare and submit periodic reports
• Prepare and maintain appropriate documentation as per ISO standards
• Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required
• Preparing monthly review to gauge individual and teams performance
• Client interaction as and when required; incorporate feedback into the system
• Give timely feedback with a view towards improving Operational and individual efficiency

• A minimum of 5 years of experience in a leadership role within a customer service environment.
• Proven track record of successfully managing and motivating a team of customer service professionals.
• Excellent communication and interpersonal skills, with the ability to build strong client relationships.
• Strong problem-solving and analytical abilities, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Excellent organizational and time management skills, with a focus on attention to detail.
• Strong leadership and coaching skills, with a passion for team development.
• A proactive and innovative mindset, with a willingness to drive change and improvement.
• A degree in Business Administration, Management, or a related field is preferred.