:

We are seeking a dynamic and experienced Team Leader to manage a team of 15-20 members within our international process operations. The successful candidate will be responsible for leading the team, ensuring optimal performance, and implementing strategies to improve productivity, quality, and overall customer satisfaction.

Roles and Responsibilities:

• Lead and manage a team of 15-20 team members, providing direction and guidance.
• Oversee and manage team performance, including productivity, quality, shrinkage, and attrition.
• Coach and mentor new team members to ensure smooth onboarding and skill development.
• Analyze current processes and provide recommendations to improve overall performance and CSAT.
• Identify training needs and work to bridge process gaps.
• Conduct weekly performance monitoring and coaching sessions to drive continuous improvement.
• Provide floor support and manage escalations effectively.
• Meet and exceed individual contributor (IC) targets and KPIs.
• Ensure that Average Handling Time (AHT) is maintained as per the defined targets for different tenure buckets.
• Proficiency in basic computer skills and MS Excel.
• Previous experience in handling international processes is required.
• Strong supervisory skills and the ability to manage both team members and subordinates.
• Excellent written and verbal communication skills in English.
• Organized, methodical, and detail-oriented with a strong focus on achieving results.
• Flexibility to work in a 24x7 environment.
• 6 days working, work-from-office (WFO) setup.

About the company

IGT Solutions

ServicePrivateFortune India 500 (2019)TOPB2C

Follow

18.5k followers

Overview

IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries. Established in 1998, with 100% focus on customer experience, IGT employs more than 20,000+ customer experience and technology specialists providing services to 75+ marquee customers globally. IGT’s global footprint consists of 23 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Indonesia, Spain, Colombia and the USA.