Job Title: Team Leader - Operations
Location: Gurgaon
Department: Operations
Reports To: Mgr. / Asst. Mgr. Operations

Dimension and Scope
Team Leader is responsible for managing a team of Sales Executive and assigned direct reportees.  Responsibilities include employee coaching and development, employee retention, performance productivity/efficiency, soft skills, transaction monitoring, internal/external customer satisfaction focus, and metric reporting.  Team Leader must ensure the frontline production staff has the knowledge, tools, skills, ability, resources, and information necessary to perform job duties.

Principal Duties and Responsibilities

• Demonstrate Executive minimum skills appropriate to Team Leader position
• Demonstrate knowledge and accurate use of Team Leader tools/applications
• Provide online and offline assistance to Sales Executives
• Monitor and coach Sales Executives
• Motivate Executives to meet performance metrics
• Demonstrate commitment to program/internal customer satisfaction
• Deliver performance appraisals and implement disciplinary action, as necessary
• Manage Level 1 escalations (Supervisory Escalations)

• Graduate, Post Graduate (BA, BCom, BSc etc.) or Bachelor’s degree in Engineering (BE/B.Tech.) from non-premier college, with minimum of 4 Years of total experience in sales process; with at least 1 year in supervisory/Team Leader  role.

Candidate Profile

• Customer Service/ Sales Skills
  • Strong customer service skills: empathy, listening, enthusiastic, patience, reasoning and problem-solving skills
  • Strong sales skills
  
  
• Verbal and Written Skills:

Three major Criteria’s:

• Speech clarity, voice clarity, good pronunciation and should not have a strong MTI (Mother Tongue Influence)
• Good spoken as well as written Grammar (Conversation Flow and sentence construction)
• Reading, comprehension and responding skills based on the International Language Proficiency Rating System

• Typing Skills

• A minimum of 15 words per minute

• Behavioural skills:

• Strong customer service skills: empathy, listening, enthusiastic, patience, reasoning and problem-solving skills
• Willing to learn and flexible to changes
• Aptitude and ability to grasp
• Skills for planning, assigning and directing work, performance appraisal, grievance handling
• Ability to guide individuals towards goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills
• Ability to demonstrate innovation and good judgment/problem solving skills when making decisions
• Ability to coach, develop action plans which maximize performance and provide effective feedback
• Ability to analyze and improve work processes
• Possess team-building skill
• Willingness to work for atleast two-years duration with the organization

• Environmental, Physical and Other Requirements:

• Willing to work in shifts, rotating as schedule requires
• The weekly offs may not necessarily fall on the weekend
• The candidate should be willing to work on public holidays/festivals if scheduled/required
• A workday has pre-scheduled break timings. The job requires strict adherence to schedules