Team Lead

Education Mandatory: Graduates from any stream or Global Equivalent degree Desirable: NA Experience Minimum 2-year experience as a Team Leader in International voice process Minimum of 5 year of work experience in an International Voice Program from premium contact centers Technical Competencies: (Job related) Proficient in MS Office – Excel, Word and Powerpoint and possess knowledge of GreenBelt, Lean, Scheduling etc Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools Should be aware of Ecommerce industry and should have used it in daily professional life Usage Experience of E Wallets like (Paytm / Momikwik / PhonePE) and have functional knowledge of the product.

Soft Skills: Ensures adherence to contractual SLAs and manages the overall workflow within the team Analyses existing work practices (system and procedural) – identifies and implements changes in areas of improvement. Maintains Customer Centricity at all times in managing queues, resolving issues & queries. Handles all team issues, (e.g. People Management, Conflict Resolution and Administrative). Is responsible for ensuring Quality Controls and Checks are being carried out effectively Focuses on all around development of SMEs and team members (Mentoring & Grooming) along with performance management Facilitates liaison with clients to resolve issues and bridge Knowledge Gaps Conducts regular feedback sessions with Team Members. Is responsible for carrying out appraisals of Team Members Ensures Process Improvement activities are carried out on an ongoing basis and on time Management & communication of system issues/outages to stakeholders Change request management and follow up till closure

Mandatory:  Experience in a BFSI account is mandatory  Should express excellent leadership qualities and spearhead the team  Excellent English verbal communication skills enabling client expectation management  Should be ready to work in flexible shifts, Rotating Day and Night with 6 days working,

Desirable:  Leadership / People Management skills  Strong problem solving skills  Good communication skills (verbal & written English)  High level of initiative  Analytical and Investigation skills  Ability to organize and prioritize work  Coaching skills

Interested candidates can send resumes to jobs@ilahiring.com with subject title as "Team Lead"