Team Lead-Voice

HCLTech · India · Posted 8 days ago

About this role

Bengaluru, Karnataka Job Summary A team leader manages a team of people to achieve agreed business objectives. Contributes to the management team activities of their function, owns the processes, manages the transition of new tasks to the shared services model and is responsible with continuous service improvement. The team leader will be the contact point for all team members, so communication skills should be excellent. This role should also be able to act proactively to ensure smooth team operations and effective collaboration. Team Management Manage and lead a team of 15 to 20 members and drive the working force to achieve organizational and account objectives. Responsible for SLA management, maintaining and improving quality standards across all communication channels (telephony, tickets). Manage and support 24/7 working environment with rotational shifts and week offs. Hands-on experience working with ServiceNow for effective queue management and reporting analytics will be an added advantage. Knowledge of Lean Six Sigma principles & methodology or lean six sigma green belt certified will be added advantage. Previous experience in contributing to & supporting any transformation projects will be a value add. Maintain day-to-day activity, escalations and providing effective management controls of the team under his / her management Lead and develop a highly performing team in a manner that is flexible and responsive to business needs People should be inclined and hands on