Team Lead

Teleperformance is hiring for Team Leader - Operations- Amazon IN and NA (Customer Support) Location: Kolkata Roles and Responsibilities Be responsible for the team’s overall performance. • Ensure timely and effective completion of assigned tasks. • Resolve queries in exceptional situations and escalate them, when required (by following proper channels). • Compile and publish reports on teams’ performance reports on set frequencies (Daily/Weekly/Monthly etc.). • Coordinate periodic and regular meetings with other Team Leaders, Trainers and Managers to discuss process impediments, needed resources or issues/delays in completing the task. • Provide the team with a vision of the process objectives. • Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples. • Be sensitive to the needs of the team members and create an environment oriented to trust, open communication, creative thinking, and cohesive team effort. • Facilitate problem solving and collaboration. • Conduct quality analysis on the listings processed by moderators, ensure teams quality is up to the set benchmark. • Keep the Managers/Leaders informed of task accomplishment, issues and status. • Focus on accelerating teams’ performance. • Understanding towards business/organization objectives. • Willingness to add value to company’s Culture, Mission and Vision Desired Candidate Profile Proven work experience as a team leader or supervisor • In-depth knowledge of performance metrics • Organizational and time-management skills • Decision-making skills • Degree in Management or training in team leading is a plus Good PC skills, especially MS Excel • Excellent communication and leadership skills Preferred Skills: Strong communication skills in English Critical Competencies: Customer Service Good analytical skills Must be very good with data representation Must be very good with MS Excel Time Management Ability to multi-task

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