Job Description

We are hiring for Team Leader(International Non Voice) for Gurgaon location. Details are given below:Job title: Team LeaderExperience: 3+ YearSalary: Upto 6 LpaDays: Monday to fridayLocation: GurgaonKey Roles And Responsibilities:-- Manage Chat process team's KRA goals and target achievement.- Share Scorecard within the team and enable individual awareness on their KRA goals, targets and their current stand.- Arrange for team meetings and discuss operational issues and ways to achieve operational excellence.- Take ownership of cases - keeping track & following up on escalated cases and ensure progress of cases through backlog review.- Notify/discuss with manager on cases that require assistance or which needs to be managed politically.- Identify Knowledgebase availability & create/publish new Knowledge Base Articles.- Jointly responsible, along with the manager, to identify candidates for PIP and plan for refresher training.- To train people on topics those are identified by the escalation leads.- Have appropriate succession planning in place for critical roles (like SME, Supervisor, Trainer) so that associates can be groomed up the ladder- Should be able to effectively lead conflict management in their team and resolve issues.- Daily Management of shift- Administrative management of associates- Work allocation to associates, Monitoring and mentoring of associates on productivity, quality and knowledge.Please Note: Share your updated CV with me (ref:updazz.com)

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