TL-CX-Multi Channel Helpdesk

Job Description for Team Leader

Job Title: Team Leader

Reporting to: Team Manager/Delivery Manager, Operations

Objectives

The Team Leader’s objective is to actively lead and motivate a team in accordance with laid down procedures to achieve and maintain requisite standards of quality and productivity. He / she will report to the Team Manager/Delivery Manager, Operations, who will be the first point of contact for any issues, questions, or concerns.

Key Result Areas (KRAs)

Leadership:

· 2 yrs. of team management experience.

• Managing all people related issues coordination with HR and internal leadership as required.
• Ability to identify the strengths and weaknesses of his / her team members and provide them with appropriate guidance and direction.
• Actively promote the company ethics and create and maintain an environment which encourages retention.
• Proactively Identify and implement feasible solutions to address issues which could lead to attrition.

Operations:

• Interact with all relevant client stakeholders and ensure all KPI’s are delivered as per the set target.
• Prepare weekly/ daily /monthly MIS’s / MBR/ QBR and conduct reviews with client .
• Ensure all team members meet or exceed the productivity and quality targets and recommend corrective action necessary for underperformers.
• Take ownership of identification and resolution of daily operational, admin and technical issues.
• Manage and respond to all client escalations in a timely manner.
• Timely and accurate submission of all reports sought by the management or by the business area and ensure prominent levels of internal and external customer service.
• Monthly review and suggest revision of the quality and productivity targets based on the team’s performance, to improve overall process efficiency and deliver excellent customer service.
• Ensure all trainings are completed for self and teams ,nominate self and team members for additional trainings to improve skillset.
• Keep the Manager/ Leadership appraised of member’s needs, staffing issues, technical and performance issues.
• Conduct training for new hires as an when required.
• Mentor Foreclosure associates while assisting Manager with tasks such as scheduling, meetings, training, and creating a positive work environment.
• Assist Foreclosure associates dealing with escalated accounts and ensure necessary steps are taken to resolve them within established deadlines.
• Be available to Foreclosure associates when they need assistance.
• Meet department standards as they relate to daily productivity metrics.
• Perform side by sid quality review for new hires and existing employees.
• Assist Foreclosure Manager with review and compilation of investor, insurer, and client reporting requests as needed.
• Point of contact for new hires and existing employees
• Performs additional projects and duties as assigned by Management.

Teamwork:

• Ability to create and maintain an environment that fosters teamwork, in which each member is an eager contributor.
• The Team Leader is expected each team member is a functional unit of a very cohesive team and share a close bond with their peers.
• Actively participate and encourage participation in Team/ Organizational events.

Continuous Improvement:

• Consistent improvement upon current performances and raise the bar of expectations and standards.
• Contribution of ideas / suggestions which improve the process efficiency or enhance the way we work.
• Encourage and invite suggestions from the team and implement them if found feasible.

Appraisals:

• Conduct and document appraisal reviews of the team members on at least a monthly basis.
• Provide regular and constructive feedback to individual team members focusing on their performance rather than the personality of the individual, in an unbiased and unprejudiced way.
• The Team Leader should be objective and specific while delivering feedback and avoid being general.

• To be open and receptive to feedback.

Skill Sets

• Good interpersonal skills
• Prioritizing and Time Management
• Planning and Organizing Skills
• Good Knowledge of MS-office / Google sheets, docs, slides, etc
• Flexibility to work in different shifts
• Acceptability by the team
• Good written and verbal communication

• Able to meet goals and deadlines in a fast-paced environment

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