About the Role
The Team Lead supervises and manages a team of associates engaged in various projects. He / She is responsible for overseeing the day-to-day activities of their team, including task assignment, workload distribution, and ensuring that team members meet their performance targets and deadlines. Ensuring adherence to quality standards and procedures is a crucial aspect of the role.
Job Responsibilities:
Managing a team of 20 to 25 FTEs
· To understand the process and SLA
· Ability to gauge the caliber of agents and identify training needs
· Ensure complete participation and contribution in organization/process level initiatives
(Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency
Requirements
Excellent communication and experience in dealing with intellectual property laws/guidelines.
Ensure that the internal/external targets are met and the team shows continual improvement month on month.
The role holder will be accountable for self-performances of the team he is aligned to
Communicate effectively with the client to resolve issues and disseminate updates on the floor.
Client, Customer & People Management
Effective performance planning for self and team and time management and skill to self-
organize
Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee situations
Handle escalations for the team
Quality and Process Improvement Initiatives
Ensure feedback for the process/Continuous Process improvement
Team Career Planning/manage team performance & expectation
Evaluation of operational practices and procedures
Participate in client call, calibration calls
Should meet self productivity target month on month
Content moderation experience is mandatory
Excellent verbal and written communication skills
Good excel and presentation Skills
Should be willing to work in shifts, Sat/Sun (24/7) along with split weekly off.
Overall, should be a good team player with willingness to learn and drive to achieve
Should be able to drive Continuous Improvement in process