Team Leader Job in Practo Technologies Pvt. Ltd.

Team Lead

Job Title: Team Lead

Department/Function: Operations

Team Lead manages a teams performance through people management, metrics management, process management and product management. Team lead needs to ensure that optimum people are logged in for daily work. Keep a strict supervision of daily work and ensure schedule adherence. Provide feedback and coaching and help manage peoples expectations.

1. Customer Support:

Keep a track of daily performance numbers and ensure target achievement.

Ensure equal distribution of work

Manage team's leaves and roster

Manage internal process dependencies

Work on monthly scorecard for L1

Help SME when they are unable to handle an escalation/work with engineering to prioritise a bug fix.

2. Team Engagement:

Have a weekly team huddle to discuss challenges and issues

Providing constant feedback and coaching to L1's

3. Customer Retention:

Analyse trends and work towards reduction of tickets

Ensure that team resolves issue fast with excellent quality

Do D-Sat analysis and random quality audits followed by coaching and feedback

Customer Satisfaction score of 95%

Improve R-TAT from 12 Hrs to 8 Hrs 90th percentile for voice process

Improve R-TAT from 90 Mins to 55 Mins 90th percentile for Chat process

SLA adherence should be above 95%

Team Quality score >=90%

Product Managers/Engineering Managers/Engineers/Training Team/Marketing Team/Delivery Teams.

Must have:

• SME level knowledge on all processes and policies related to supporting business.
• Should have been a Floor Lead/L2 for min 18 months
• Should have good people management skills.
• Should be able to handle all escalations, take it to resolution with RCA followed by fix.
• Should have good analytical skills and hands on experience in MS Excel/Google Sheets.
• Should be able to communicate with different teams and get issues resolved.
• Ability to handle crisis situation
• Manage the team during managers absence
• Should be target oriented

Nice to have:

• Has been a mentor for new joiners.
• Has worked on a process/product improvement project

• Analytical skills
• Passion for results
• Strategic perspective
• Business acumen
• Influence and Persuasion
• Detail orientation
• Comfort with ambiguity