Team Lead

• Monitor quality and progress of work, check and approve work of subordinates (turn around time, risk analysis, overall team performance and project planning) within authorization level and/or in close cooperation with the manager 

• Stimulate change and improvement, assess proposals of subordinates as well as to propose change or improvement of processes to higher management; 

• Ensure timely and correct reporting to process manager in accordance with applicable procedures and guidelines and ensure recording and traceability of data; 

• Comply with Business Systems and practices. 

• Manage a group of 10-15 Order Management specialists/DSS 

• Responsible for coaching and developing subordinates  

• Respond to escalations and become process experts on assigned product lines 

• Graduate of any 4 year degree; ideally Business or Marketing 

• Proficient in Salesforce and Oracle 

• Understanding of Customer Satisfaction metrics (CSAT, AHT, Quality) 

• 24* 7 5 days working - 2 days off - Rotational offs 

• Good communication skills - oral and written 

• Leadership skills 

• Customer Service Experience 

• Strong Decision making and Analytical Skills 

• Escalation Management 

• Clearly and succinctly explain to Order Managers their understanding about organizational goals to specific tasks 

• Can establish steady and effective workflow between themselves and their staff 

• Can inspire members of his/her team to go the extra mile and be a CSAT champion 

• Ability to delegate tasks to team members 

• Researching Capabilities and keen attention to details 

• Ensure compliance to all company and business policies 

• Creates positive environment across the team 

• Creative and have a high level of decision making skills 

• Good presentation skills and has experience with GSuite products 

• Process oriented and excels at attention to detail 

• Can work independently and ability to extend coverage as  

necessary