Team Leader

Job Role: Team Leader

Experience required: 5+ years

Job description:

·       Manage a team of 15-20 + associates

·       Track attendance and maintain MIS for test scores etc

·       Ensure that training material is updated

·       Provide ongoing, constructive feedback to the team

·       Identify gaps and plan training sessions for the existing team

·       Responsible for customer service turnaround within set time frames

·       Ensure accurate documentation of customer profiles

·       Handle written customer correspondence on behalf of customer

·       Communicate with operations staff on client issues, policy change etc

·       Should be able to communicate effectively with customer based out of UK

·       Passing the case to the relevant Q based on information given/missing

·       Should be able to analyze customer requirements & process cases accordingly

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