Team Lead / SME (Technical Support )
- Teleperformance (TP)
- 5 - 8 years
- Hyderabad
- 5 months ago
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Job Description
Roles and Responsibilities
- Be responsible for the teams overall performance.
- Ensure timely and effective completion of assigned tasks.
- Resolve queries in exceptional situations and escalate them, when required (by following proper channels).
- Compile and publish reports on teams performance reports on set frequencies (Daily/Weekly/Monthly etc.).
- Coordinate periodic and regular meetings with other Team Leaders, Trainers and Managers to discuss process impediments, needed resources or issues/delays in completing the task.
- Provide the team with a vision of the process objectives.
- Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples.
- Be sensitive to the needs of the team members and create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
- Facilitate problem solving and collaboration.
- Conduct quality analysis on the listings processed by moderators, ensure teams quality is up to the set benchmark.
- Keep the Managers/Leaders informed of task accomplishment, issues and status.
- Focus on accelerating teams performance.
- Understanding towards business/organization objectives.
- Willingness to add value to companys Culture, Mission and Vision
Desired Candidate Profile
Proven work experience as a team leader or supervisor
- In-depth knowledge of performance metrics
- Organizational and time-management skills
- Decision-making skills
- Degree in Management or training in team leading is a plus
- Good PC skills, especially MS Excel
- Excellent communication and leadership skills
Preferred Skills:
- Strong communication skills in English
Critical Competencies:
- Customer Service
- Good analytical skills
- Must be very good with data representation
- Must be very good with MS Excel
- Time Management
- Ability to multi-task
Preferred candidate profile
- International Experience
- International voice
- Technical Support
- Subject matter Expert
- Immediate joiners
Contact Details:
Swathi
#9940351***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: Teleperformance (TP)Location(s): Hyderabad+ View Contact
Keyskills: Team Handling Technical Support BPO Metrics KPI Shrinkage KRA International Voice aht CSAT SLA Management Attrition
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₹ 6-8 Lacs P.A
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