Team Lead

ROLE DESCRIPTION

2. Position summary

• Operations Management.
• Maintain all necessary up-to-date information/documentation of individual processes.
• Ensure constant improvement initiatives are taken for both internal and external customers
• Guide the TL’s, Team, as the case may be, in formulating new processes and systems to ensure continuous improvement.
• Attend Team Leads Meeting and communicate the team’s concerns to Associate Manager
• Conduct periodic team meetings to communicate any changes in the team, or any updates from the Management Meetings and to discuss issues and concerns.
• Take charge of technical interviews for his/her respective operational unit.
• Ensure proper workflow management across all assigned teams.
• Ensure proper client assignment.
• Ensure all targets are met in terms of production volumes, accuracy, and TAT.
• Escalate team or customer issues if required.
• Validate the Corrective and Preventive actions (through RCA process).
• Track and monitor different team data on Prohance.

Client management

• Handle all escalations both from clients and within the operational unit.
• Handle client escalations directly.
• Maintain/Facilitate a healthy client relationship.
• Liaise with customers in getting any clarifications that they may have and resolve customer issues and queries.
• Interact with clients on a regular basis e.g. sending updates, audit reports and MIS at desired periodicity to ensure customer satisfaction.

Self

• Play a key role in the enhancement of company culture and adherence to company’s policies and procedures.
• Act as a role model for all employees.
• Maintain an open line of communication with customers; management and members.

People management

• Guide, motivate, mentor, and create Leaders out of Team Members.
• Supervise and mentor team members, to track and monitor team performance to achieve quality and productivity standards; team appraisals, periodic review meetings and feedback.
• Conduct monthly performance reviews and maintain critical incident logs.
• Closely monitor all the work managed by their leads and team.
• Make TL and team members aware of their roles and responsibilities.
• Provide hands-on support to the team.
• Plan and sanction leaves for TL’s.
• Facilitate in providing training for team members on new process/tool.

3. Key accountabilities

• Ensure client satisfaction at all times as per the agreed SLA.
• Achieve the set targets with respect to Utilization, Productivity and Accuracy of the operational unit.
• Ensure trainings (technical and non-technical) are attended by self and direct reportees.
• Achieve the targets set for employee satisfaction.
• Maintain 100% client and headcount retention due to operational efficiencies.
• Ensure timely completion of monthly, quarterly, and annual reviews.
• Adhering to all company policies and procedures
• Always embrace theorem core values and culture wholeheartedly and living by it.
• Knowledge on information security practices followed in the organization
• Process/Product level information security Risks or Threat analysis
• Knowledge & fulfillment of information security related aspects while developing the products
• Adhere to client/customer information security requirements

4. Desired competencies

Academia

Any Graduate/Post graduate

Experience

More than 4 years Team Leader experience in any IT/ITES OR Online Digital Marketing Domain.

Soft Skills

• Good communication skills
• Good analytical skills
• Clear thought process.
• Open to Further Learning
• Willingness to work in different shifts

Techno- Functional Skills

A) Functional Skills

• Ability to motivate and lead team members towards achieving team objectives
• Ability to identify and solve problem issues on time
• Ability to consistently learn new process/technology and apply those concepts to customer needs.
• Ambitious and motivated to work in a dynamic, results- oriented Internet environment, focused on delivering excellent levels of service to customers.
• Totally customer oriented; set, reset and exceed expectations as the case may be.
• On a regular and continuous basis, exercises judgment and assumes responsibility for decisions, consequences, and results having an impact on people and quality of service within the functional area.
• Persevering and a positive mental attitude
• Willingness to work on different shifts
• Good analytical skills
• Ability to document and showcase (presentations) data as and when required
• Possess strong written and verbal communication skills

B) Technical Skills

Must have:

• Internet knowledge
• Computer knowledge
• MS Office knowledge

Good to have:

• Online Marketing domain knowledge
• Ad Operations, Reporting, Search, Email domain knowledge

B) Behavioral Skills: (Includes leadership)

• Customer Focus
• Communication
• Team Working Ability
• Initiative and Tenacity
• Dependability and accountability
• Integrity and Work Ethics
• Managing Performance
• Influencing Skills
• Developing the team
• Decision Making
• Relationship skills
• Conflict Resolution
• Organizational and time management skills
• Mentoring
• Handling calls
• Handling new project/process/task
• Planning and execution (process/resource management)
• Client relationship management