Team Lead, Service Delivery Job in Mumbai at TTEC

TTEC is hiring for the role of Team Lead, Service Delivery!

Responsibilities of the Candidate:

• Lead, motivate, and mentor a team of customer service agents to meet and exceed performance goals.
• Monitor individual and team performance, provide regular feedback and performance evaluations.
• Address issues such as attendance, discipline, and behavior, maintaining a positive and productive team environment
• Ensure that the team consistently meets KPIs (Key Performance Indicators) such as service levels, quality, customer satisfaction, and first-call resolution.
• Review and analyze team performance data and reports, ensuring adherence to SLAs (Service Level Agreements).
• Coordinate with other departments (training, quality, HR) to implement improvements and resolve challenges.
• Conduct regular quality audits of team members' calls, chats, emails, or other communication forms.
• Provide constructive feedback to agents for performance improvement.
• Implement coaching sessions for agents based on performance metrics and customer feedback.
• Report team performance metrics, issues, and progress to senior management regularly.
• Communicate important operational changes, procedures, or updates to the team.
• Foster open communication between agents and management
• Maintain a positive work culture by recognizing achievements and encouraging teamwork.
• Implement strategies to reduce attrition and enhance employee engagement.
• Organize team-building activities to enhance morale and camaraderie
• Continuously assess and suggest improvements to existing processes, procedures, and workflows

Requirements:

• Strong leadership, coaching, and team management skills.
• Excellent communication skills, both verbal and written.
• Problem-solving abilities and conflict resolution skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Proficient in Microsoft Office Suite and CRM software.
• Ability to analyze data, produce reports, and drive performance through metrics
• Strong customer focus and commitment to high-quality service
• Assertive, empathetic, and approachable.
• Adaptability and openness to change.
• Strong decision-making and delegation skills.
• Passion for mentoring and developing team members.
• Ability to handle pressure and remain calm during stressful situations