Firstsource jobs - Team Leader

Key Performance Indicators:
- Ensure SLAs according to project specifications are met
-  Responsible for outstanding customer service. Answers queries and provide resolutions in the most polite and appropriate manner
-  Adherence to the client prescribed format for query resolution
-  Adherence to process requirements, security norms and metrics
-  Adherence to shift schedule team meetings and training requirements
-  Invest in self and add to skill sets
 
Voice/NonVoice: Non Voice
 
Reporting To(Designation): Team Leader
 
Personal Attributes:
- Consultative: Agreeable, inclusive,  tolerant of different perspectives and opinions 
-  Resilient: Copes well with setbacks/failures and bounces back from them quickly
-  Decisive and Action oriented: Is able to take decisions even when working with insufficient information or time and enjoys working in a fast paced environment.
-  Achievement Oriented: Strives to meet or exceed standards of excellence and always looks at  setting challenging goals for self
-  Socially Confident :Displays gravitas, is comfortable in different situations and with different kinds of people
-  Eager to learn: Ever ready to learn new things and take risks in trying those new learnings
-  Creative :Curious and inquisitive, seeking and generating new ideas
 
Competencies based on level:
BUSINESS FORESIGHT DRIVING EXCELLENCE FOSTERING PARTNERSHIPS WITH CLIENTS INFLUENCING OTHERS LEADING TEAMS MANAGING TRANSFORMATION WORKING ACROSS BOUNDARIES