Team Lead For An International Voice Process Job in Am Infoweb - Business Process Management | Kpo Services

Functional Skills & Competencies Subject Matter Expertise To be a brand ambassador and drive brand awareness in his/her team To be current with Three's products and processes, especially those specific to his vertical / skill set. To coach, refresh, and answer product and process-related queries raised by advisors and customers. Operational Metrics & Deliverable To have an understanding of different operational metrics, their inter-relationships, and their impact on profitability and customer experience To use insights about interrelationships between metrics to manage operational service levels (eg. Manage the impact of absenteeism and late log-ins on service levels) Active Management To manage the team's performance and deliverables on a real-time basis through constant monitoring and feedback. To manage the customer experience on a real-time basis through effective escalation management and real-time advisor feedback Team Management Competencies To display Analytical Ability by being able to: Understand, interpret & analyze various operations-related reports, identify trends, and determine root causes for day-to-day operational outcomes. Understand basic statistical concepts & tools (Excel) and use them to enhance team performance To use basic Time Management tools to: Enable him to prioritize tasks based on urgency and importance. Ensure he stays current with his daily responsibilities (both task and people-related). A Team Leader should have effective Performance Management Skills to : VHA plan, organized & prioritize to define short & long term targets for individual advisors and for the team Create and deploy action plans to drive the achievement of targets Conduct effective performance reviews both, for the team and for individual advisors Respond effectively to success & failure in individual advisors and the team A Team Leader has the critical responsibility of Communicating Business Decisions to the team in an effective, clear, and timely manner. Customer Centricity Customer orientation is a key competency required for the Team Leader role. A Team Leader is expected: To consistently place a high value on customers and all issues and factors that relate to customer experience To understand drivers for customer satisfaction/dissatisfaction and provide insights back to the business To effectively handle call escalations & follow-up on cases, callbacks, and complaints thereby driving positive customer experience To drive customer satisfaction through first call resolution by the advisors To make effective exceptions/decisions with respect to the customer, thereby providing customer delight To be the 'Voice of the Customer' by ensuring feedback and suggestions given by the customer reach the relevant people/department, and see it through to closure. To ensure delivery of all promises and commitments made to the customers. People Management Competencies As the first point of contact for all advisors on the team, the Team Leader is expected to demonstrate people management competencies Coaching & Feedback Ability to provide feedback in a constructive, firm, and outcome-focused manner Ability to coach advisors through their challenges & issues to continuously enhance performance & behaviors Influencing Understand what motivates different advisors and influence them effectively Understand the dynamics within the team and influence team members to work together to contribute to team goals Be able to influence peers & managers to drive continuously enhance customer and employee experience Conflict Management Be sensitive to sources of conflict within and between teams and effectively resolve or escalate issues as appropriate Proactively address interpersonal conflicts among team members and use appropriate methods to achieve resolution People Development Provide opportunities for development (training opportunities & role assignments) to advisors as appropriate Build rapport and trust with advisors to enable conversations around their AOIs Encourage advisors to take responsibility for their own development Spend quality time with advisors to enhance their capability JOB PURPOSE: The purpose of this job role is to have the end to end accountability for advisor performance, engagement & development. By doing this, ensure that the team meets its KPIs, Efficiencies. PRINCIPAL ACCOUNTABILITIES To manage & drive Customer Experience by: Monitoring calls to identify trends in advisors knowledge, skills and on call behavior & to provide real time intervention on the call to improve customer experience Reviewing customer feedback to gather insights on Not Resolved & to provide feedback to relevant advisors to improve customer experience Conducting regular coaching conversations with Advisors on performance score card (inputs from complaints, quality evaluations, customer experience surveys and TL evaluation) to enhance customer experience Handling customer escalations / sup calls to demonstrate customer centricity Managing cases raised by team / Call-backs to role model & drive and keeping your word Attending calibration sessions with the Quality team & how to operationalize it effectively to ensure the advisors get the same message & understand how to deliver it Taking ownership for Compliance within the team and ensuring zero instances of misselling & fraud To manage & drive Efficiencies & Commercials by: Conducting regular Coaching conversations with Advisors on continuously improving efficiencies (AHT, OB and schedule adherence) Ensuring Schedule adherence by monitoring & driving real time adherence (RTA) & leading his team from the front To manage & drive Employee Experience by: Providing timely, honest and constructive feedback (performance and behavioral) on a regular basis Conducting soul chats & supporting each advisor through his challenges & concerns, through regular and effective coaching Guiding and supporting advisors development journeys based on their aspirations and performance Planning & conducting activities to increase team engagement and driving fun at work, to enhance team bonding and employee satisfaction Ensuring advisor needs & basics like their attendance, leaves, transport etc. are taken care of Performance Reviews & Driving Improvements (Self & Team): Conduct monthly performance conversations with advisors & create detailed create game plans on how to achieve targets Updating TOMs on a daily basis on previous day's performance, game plan for the day and discussing any updates, challenges and concerns Conducting Weekly Team Meet with the TOM Group / Performance Reviews to jointly review team performance against targets, and take concrete steps to course correct through best practice sharing. Having Monthly One to Ones with TOM to share advisor and operational concerns & challenges with reporting manager and seek coaching and support Making recommendations cross functionally for improving ways of working & suggestions for process improvements Keeping himself updated process/business knowledge and working with TOM for personal development