Operations Team Lead TP

About TP

Job Description

Routine Activities To manage a large and diverse team of CSAs working towards pre-defined targets Ensure prompt and accurate service and achievement of targets Manage day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate agents in a monotonous job environment Develop agent skill sets and manage personal development goals for the agents To be accessible when a CSE has grievance that needs escalation. Conduct meetings regularly to ensure open communication and devise an action plan to address issues/ concerns raised by the team Respond and resolve issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness Need-based escalation of decisions and ensure proper follow-up of the same,