Key Responsibilities for the Role:

- Should be able to handle a team of 20-25 resources
- Participate in cadence with Clients, Operations, Training and Quality teams.
- Timely generation of analytics and presentation, action plan creation and effective rollouts of action plans
- Process improvement opportunities to be identified and improvements rolled out through green belt/Black belt, structure problem solving methodology
- Experience in analyzing data, creating reports on time, creating data trackers, dashboards and preparing client presentations for meetings
- Handle escalations from clients, operations effectively
- Managing a dedicated team of associates and ensuring their coaching, development and productivity
- Ensure all agents in the team are compliant as per company mandatory course requirements
- Monthly one on one connects with team to understand agent strength, weakness and behavior traits.

Location

Melbourne

Job Function

TECHNOLOGY

Role

Technical Lead

Job Id

417895

Desired Skills

Customer Service

📌 Team Leader (Melbourne)
🏢 Tata Consultancy Services
📍 Melbourne