Job Summary
Designation: Team Leader - Operations
Location: Japan
Experience: Minimum 3 years industry experience with minimum 1 year experience in role applied for
Language proficiency required: Japanese, English
Position Summary: Lead a team of Customer Service Associates to ensure that they meet targets and are coached effectively on areas of improvement.
Roles and Responsibilities
- Monitor and drive teams to ensure all KRAs are achieved.
- Work along with peers and supervisors and Quality team to meet the KPIs.
- To motivate, develop and mentor team members in a dynamically changing environment.
- Monitor transactions and provide qualitative/constructive feedback to the team members
- Drive process performance to achieve and exceed SLA deliverables.
- To create a conducive and stimulating environment for the teams to accomplish their goals.
- Manage expectations of his/her team members and proactively should be able to sense their needs.
- Develop aligned team members by creating learning opportunities.
- Attend client con-calls and calibration sessions.
- Brief team members on process updates and org level updates
Key Deliverables (KRA Measure)
- Meet different internal and external KPI targets
- Control attrition and foster team bonding within team
- Ensure that employees are motivated and perform as per required thresholds