TEAM LEAD FOR AN INTERNATIONAL VOICE PROCESS

Functional Skills & Competencies Subject Matter Expertise

• To be a brand ambassador and drive brand awareness in his/her team.
• To be current with Three's products and processes, especially those specific to his vertical / skill set.
• To coach, refresh, and answer product and process-related queries raised by advisors and customers. Operational Metrics & Deliverable
• To have an understanding of different operational metrics, their inter-relationships, and their impact on profitability and customer experience
• To use insights about interrelationships between metrics to manage operational service levels (eg. Manage the impact of absenteeism and late log-ins on service levels)

Active Management

• To manage the team's performance and deliverables on a real-time basis through constant monitoring and feedback.
• To manage the customer experience on a real-time basis through effective escalation management and real-time advisor feedback
• Team Management Competencies
• To display Analytical Ability by being able to:
  • Understand, interpret & analyze various operations-related reports, identify trends, and determine root causes for day-to-day operational outcomes.
  • Understand basic statistical concepts & tools (Excel) and use them to enhance team performance
• A Team Leader should be able to use basic Time Management tools to:
  • Prioritize tasks based on urgency and importance.
  • Stay current with his daily responsibilities (both task and people related).
• A Team Leader should have effective Performance Management Skills to:
  • VHA plan, organize & prioritize to define short & long term targets for individual advisors and for the team
  • Create and deploy action plans to drive the achievement of targets
  • Conduct effective performance reviews both, for the team and for individual advisors
  • Respond effectively to success & failure in individual advisors and the team
• A Team Leader has the critical responsibility of Communicating Business Decisions to the team in an effective, clear and timely manner.

Customer orientation is a key competency required for the Team Leader role. A Team Leader is expected:

• To consistently place a high value on customers and all issues and factors that relate to customer experience
• To understand drivers for customer satisfaction/dissatisfaction and provide insights back to the business
• To effectively handle call escalations & follow-up on cases, callbacks, and complaints thereby driving positive customer experience
• To drive customer satisfaction through first call resolution by the advisors
• To be the 'Voice of the Customer' by ensuring feedback and suggestions given by the customer reach the relevant people/department, and see it through to closure.
• To ensure delivery of all promises and commitments made to the customers.
• People Management Competencies
• As the first point of contact for all advisors on the team, the Team Leader is expected to demonstrate people management competencies

• Ability to provide feedback in a constructive, firm, and outcome-focused manner
• Ability to coach advisors through their challenges & issues to continuously enhance performance & behaviors

• Understand what motivates different advisors and influence them effectively
• Understand the dynamics within the team and influence team members to work together to contribute to team goals
• Be able to influence peers & managers to drive continuously enhance customer and employee experience

• Be sensitive to sources of conflict within and between teams and effectively resolve or escalate issues as appropriate
• Proactively address interpersonal conflicts among team members and use appropriate methods to achieve resolution

• Provide opportunities for development (training opportunities & role assignments) to advisors as appropriate
• Build rapport and trust with advisors to enable conversations around their AOIs
• Encourage advisors to take responsibility for their own development
• Spend quality time with advisors to enhance their capability

• The purpose of this job role is to have the end to end accountability for advisor performance, engagement & development. By doing this, ensure that the team meets its KPIs and efficiencies.

• To manage & drive Customer Experience by:
  • Monitoring calls to identify trends in advisors knowledge, skills and on call behavior & to provide real time intervention on the call to improve customer experience
  • Reviewing customer feedback to gather insights on Not Resolved & to provide feedback to relevant advisors to improve customer experience
  • Conducting regular coaching conversations with Advisors on performance score card (inputs from complaints, quality evaluations, customer experience surveys and TL evaluation) to enhance customer experience
  • Handling customer escalations / sup calls to demonstrate customer centricity
  • Managing cases raised by team / Call-backs to role model & drive and keeping your word
  • Attending calibration sessions with the Quality team & how to operationalize it effectively to ensure the advisors get the same message & understand how to deliver it
  • Taking ownership for Compliance within the team and ensuring zero instances of mis-selling & fraud
• To manage & drive Efficiencies & Commercials by:
  • Conducting regular Coaching conversations with Advisors on continuously improving efficiencies (AHT, OB and schedule adherence)
  • Ensuring Schedule adherence by monitoring & driving real time adherence (RTA) & leading his team from the front
• To manage & drive Employee Experience by:
  • Providing timely, honest and constructive feedback (performance and behavioral) on a regular basis
  • Conducting soul chats & supporting each advisor through his challenges & concerns, through regular and effective coaching
  • Guiding and supporting advisors development journeys based on their aspirations and performance
  • Planning & conducting activities to increase team engagement and driving fun at work, to enhance team bonding and employee satisfaction
  • Ensuring advisor needs & basics like their attendance, leaves, transport etc. are taken care of Performance Reviews & Driving Improvements (Self & Team):
  • Conduct monthly performance conversations with advisors & create detailed create game plans on how to achieve targets
  • Updating TOMs on a daily basis on previous day's performance, game plan for the day and discussing any updates, challenges and concerns
  • Conducting Weekly Team Meet with the TOM Group / Performance Reviews to jointly review team performance against targets, and take concrete steps to course correct through best practice sharing.
  • Having Monthly One to Ones with TOM to share advisor and operational concerns & challenges with reporting manager and seek coaching and support
  • Making recommendations cross functionally for improving ways of working & suggestions for process improvements
  • Keeping himself updated process/business knowledge and working with TOM for personal development

• Subject Matter Expertise
• Operational Metrics & Deliverables
• Active Management
• Manage the team's performance and deliverables and customer experience on a real time basis
• Team Management Competencies
• Analytical Ability to analyze various operations related reports, identify trends and determine root causes for day to day operational outcomes.
• Understand basic statistical concepts & tools (Excel) and use them to enhance team performance
• Time Management
• Effective Performance Management Skills
• Critical responsibility of Communicating Business Decisions to the team in an effective, clear and timely manner.
• Customer Centricity
• Customer orientation
• People Management Competencies
• Coaching & Feedback and Positive Influencing
• Conflict Management
• People Development

• Graduation