Job Description

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. 
 

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Responsibilities 

• Responsible for providing complaint handling guidance to analysts within team and ensure complaints are being appropriately handled through the entire life-cycle, from initial registration through sample retrieval, investigation, and ultimately to closure/reopening within the required timeframes. Team Lead/Group Lead is also responsible for knowing when an event is sufficiently complex with significant consequences to escalate to the Operations Manager. Also responsible for handling calls escalated due to dissatisfied customers.
•  Provide training, assistance, guidance, and mentoring to GCM Analysts, evaluate performance, and provide feedback
• Monitors for product issues within the team’s product line. Escalates issues when necessary
• Monitors teams’ complaints to ensure complaint handling procedures are being followed and metrics are being met
• Manages employee work schedules to ensure proper coverage
• Responsible for handling calls escalated due to dissatisfied customers
• Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Ensure that all company information which includes customer information are kept confidential and secured
• Data Analysis - Analyzing data short-term long-term trends, report generation, graphical representation, business analytics report, management reports
• Data Reporting - Create and Maintain Location customer facing reports & Dashboards

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Essential Hiring Skills

• Excellent verbal and written communication skills
• Team player with exceptional interpersonal and solution-oriented attitude.
• Attention to detail with the ability to complete a large volume of work quickly.
• Fluency in the language or a native speaker of the language in/for which service is being offered
• Cognitive Ability - Adaptable to learn new processes, concepts, and skills, Demonstrates the Ability to lead team adding positive attitude and business focus.
• Identify the challenges in meeting CPMs and work on action plan. Effectively communicate with Client / End Users
• Handles and resolves customer complaints- identify and escalate priority issues
• Leading by Example and ability to handle stressful situations
• Should have excellent knowledge of Customer Service, Taking Ownership, Service Recovery, Performance Management, Employee Coaching and Mentoring
• Ability to lead people on large, multi-functional efforts. Motivating associates through effective management and constructive feedback
• Strong analytical skills with an ability to solve a problem with a win-win negotiation approach
• Ability to think strategically & translate strategy into measurable action plans. Ability to work in a fast-paced deadline driven environment
• Computer applications i.e. MS – Office and on-line tools
• Strong interpersonal & influence management skills and decision-making skills

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Qualification

• Bachelor's Degree 
• Overall exp 4-6 years of contact center experience (on average) with 2-3 year minimum experience (on average) in a supervisory role

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• Effective Team Management

• Resourcing

  • Hire adequate and right resources for the team 
• Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition 
  • Drive diversity in leadership positions

• Performance Management

  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team

• Employee Satisfaction and Engagement

  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team