Team Lead - Operations

Detailed Job Duties:

Operations

·         Facilitate day to day Operations

·         Take 2nd level escalated calls as floor supervisor

·         Take inbound calls for specified period in a month

·         Checking on call distribution and/or other operational road blocks and helping ease them for his/her Team

·         Keep a close track on FCR and critical call parameters like AHT, ATT, Idle time and quality scores & continuously review/coach agents on same

·         Maintain accurate and updated knowledge of all Myntra’s procedures and systems

·         Provide expert assistance to champions on product and escalations and assist champions with customer complaints, where necessary

·         Brief staff daily on changes and issues that affect customers or the team, or ensure that staff has accessed to this information

·         Encourage and implement best practice across the team

·         Managing staff breaks

 

People:

·         Managing Team Performance

·         Effective monitoring of champions and providing instantaneous feedback on productivity issues where required

·         Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc

·         Track and monitor break adherence and roster

·         Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations

·         Keep agent motivated to perform on deliverables and help them deal rejections and demands of Inbound/Outbound and E-mail process

·         Assist/support team members with personal development planning

·         Use the performance information to provide positive reinforcement of behavior or skill

·         Use information provided by the quality team to provide feedback to individual champion

·         Create development plans for champions geared to drive world class results

·         Develop and enhance a team based culture and actively encourage a cooperative work environment 

 

Organizational:

·         Support the management of other staff in the absence of team leaders

·         Provide assistance to other work units when required, particularly in the management of queues

·         Where required, support the management of checks/audits

·         Identify ways to improve skill issues that face the team as a whole, and action accordingly

·         Participate in companywide projects/assignments, which could include working on curriculum updates/revisions or travelling to assist with new centre launches

 

Role Requirements:

Professional Experience: Minimum 2 yrs of Assistant Manager or Team Leader experience in an International BPO/E-commerce or online retail industry.

 

Domain Knowledge: Candidates from on-line retail, airline, BPO or hospitality background is preferred.

 

Personality Traits:

·         Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision.

·         Ability to build rapport with others and create a team environment.

·         Strong communication, organizational, motivational and time management skills.

·         Ability to work flexible hours if necessary (all shifts).

·         Ability to audit calls and coach for performance.

·         Ability to analyze quality scores and operational matrices and create Plan of Action with measurable changes within timelines.

·         Comfortable in MS Office and computers.

Kindly write to g.paul1979@gmail.com for details.