Operation, Team Leader

· Responsible for team mentoring.
· Keep track of schedule adherence. Providing real time Floor Support to agents taking calls
· Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge
· Motivating the team members to achieve targets set by the company taking the key metrics into consideration.
· knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.
· Taking regular sessions briefing mentees on critical issues affecting process as and when directed.
· Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene.
· Contributing in offering recommendations for process product improvement to the Delivery Manager.
· Taking regular pre and post shift huddles discussing high and low pointers.
· Providing Floor support to agents and providing other assistance as the Backup for the Team Leader

·         Managing & measuring work 
·         Ability to handle pressure 
·         Problem solving, analytical and data entry mastery 
·         Excellent verbal and written communications skills 
·         Strong external and management reporting skills 

·         Open to work in rotating shifts and weekends 
·         Ability to work under pressure Target Oriented Team Management Skills Good team mentor 
·         Professional work attitude and eager to learn 
·         Yellow belt certification would be highly desirable 
·         Action Oriented, Integrity and Trust, Perseverance 
·         Command Skills, Problem Solving, Drive for results, Standing along and Directing

 ·        At least 01 year experience in people management.

 ·         Strong knowledge of Operating Systems (e.g. Current Windows OS) should have knowledge of basic technical issue (no boot, no internet, Wi-Fi connectivity etc.) 
·         Knowledge of Telephony/ Devise support Phone, Tablet, Phablet is a pre-requisite 
Essential Skills / Expertise required:- 
·         Excellent communication skills Good understanding of system resources and allocation Flexible to work.