Team Lead
Infosys BPM Limited
Job Description:
- Operational Excellence
- Ensure strict adherence to process guidelines especially when handling sensitive financial information
- Maintain schedule adherence attendance and real time queue management
- Coordinate with Workforce Management WFM to ensure optimal staffing and coverage
- Drive continuous improvement initiatives to enhance efficiency and customer experience
- Coaching and Mentoring coach team members providing feedback and support to help them develop their skills and improve performance
- Managing Conflicts Team leads are responsible for resolving conflicts within the team
- They listen to all parties involved understand the root causes and work towards finding effective solutions
- Facilitating Communication A team lead ensures effective communication within the team and between departments
- They facilitate open dialogue ensuring that information flows smoothly and that team members feel heard
- Removing Obstacles Team leads actively intervene to remove barriers that hinder productivity whether they are technical issues resource shortages or unclear requirements
- Fostering Team Collaboration Creating a collaborative work environment is essential
- Team leads encourage teamwork trust and mutual support among team members which enhances overall performance
Key Responsibilities:
- Team Management Performance
- Lead mentor and manage a team of chat support associates
- Monitor daily performance against key metrics such as AHT ASAT Quality Productivity and Adherence
- Conduct regular team huddles one on one sessions and performance reviews
- Identify performance gaps and implement corrective action plans
- Quality Compliance
- Ensure high quality scores by conducting audits calibrations and coaching sessions
- Maintain compliance with data privacy security and financial regulations
- Address quality gaps through targeted coaching and refresher training
- Client Stakeholder Management
- Act as the primary point of contact for client communication and escalations
- Share performance reports insights and action plans with clients
- Ensure client SLAs and expectations are consistently met or exceeded
Technical Requirements:
- Customer Experience
- Drive superior customer satisfaction ASAT through effective coaching and process adherence
- Handle escalated customer interactions when required
- Promote a customer first mindset within the team
- Key Skills Competencies
- Excellent written and verbal communication skills
- Strong understanding of chat support operations
- Proven experience managing KPIs AHT ASAT Quality Adherence
- Ability to analyze data and drive performance improvements
- Strong people management and coaching skills
- Client facing experience with professional presentation skills
- Problem solving and decision making ability