Team Leader

Job description

Key Responsibilities for the Role

Should be able to handle a team of 20-25 resources Participate in cadence with Clients, Operations, Training and Quality teams.

Timely generation of analytics and presentation, action plan creation and effective rollouts of action plans

• Process improvement opportunities to be identified and improvements rolled out through green belt/Black belt, structure problem solving methodology Experience in analyzing data, creating reports on time, creating data trackers, dashboards and preparing client presentations for meetings
• Handle escalations from clients, operations effectively Managing a dedicated team of associates and ensuring their coaching, development and productivity
• Ensure all agents in the team are compliant as per company mandatory course requirements Monthly one on one connects with team to understand agent strength, weakness and behavior traits.