Team Lead must meet the following education, work experience, and other requirements:
Experience in leading a team of customer service representatives.
Candidate must possess minimally any Diploma/Degree
Outstanding customer service skills with strong communication in English – both oral and written skills. Ability to communicate effectively with all levels of management and peers, both internally and externally
Ability to explain what’s driving their teams’ performance in a concise and data driven way
Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed. Should be able to coach and mentor all his/her team members to be motivated and engaged to grow their career with Genpact
Excellent analytical and problem-solving skills
Genpact has Must have experience with a proven track record of extracting and manipulating data for analysis using Tableau, advanced Tools and Techniques in a fast-paced global technology company or a startup
High level of integrity as demonstrated personally and professionally
Act as a technical guide to help team in translating the business problems to the most appropriate mix of specific machine learning or data analysis tasks. Mentor team members with career planning and growth
Demonstrated proficiency in multi-tasking and prioritization
The ideal candidate will have a consistent track record for success and is known for their leadership, quality work and expertise within the supply chain arena. They need to have passion for inspiring change and innovation, invigorating a team, and building bridges to improve the value that is being delivered to clients
Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry
Familiarity with project management with moderate understanding of business process improvement methods
Understanding of departmental policies and procedures
Team Lead is expected to spend seventy percent (70%) of their time dedicated to coaching, shadowing, and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance
Ability to identify and grow talent, lead, motivate and coach team members to establish and develop an effective team; identify outliers and manage team’s performance to continuous achieve targets
Leading day-to-day operations – ensure consistent quality and efficiency across various channels. Ensure consistent performance to achieve targets and service levels
Effective communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents
Able to adapt quickly to changes in workflows/processes/procedures/product features
Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization
Able to clearly outline current performance drivers of their market and action to continuously improve
