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Job Description
Team Leader-00057124251
Description
Team Manager - Digital Marketing
Qualification:
Graduate (exclusion:
BE/BTech/MCA) or High School graduate or above as may be applicable in the
Geo
Responsibility:
Stakeholder/Business Management:
• Update trackers, Create/Update tickets, update required applications &
tools and keep PM informed of new issues.
• Respond through email and chat.
• Provide updates and submit reports related to own area of work.
• Interface with the management both in terms of cascading messages
from senior management and putting into practice strategy or
modifications required for the process based on decisions taken.
• Identify & suggest Business improvement opportunities.
• Identify & drive opportunities to enhance service delivery & Customer
experience.
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 • Identify cost optimization opportunities.
09/02/2024, 23:31 Team Leader

• Drive business excellence to add value to client.

Customer Relationship Management:
• Provide information, educate customer, troubleshoot, probe and fix
issues.
People/Team:
• Contribute to and participate proactively in knowledge sharing sessions.
• Participate and contribute to organizational activities.
• Provide work direction and guidance to team members.
• Establish systems and procedures in the team.
• Groom self and team to support vertical growth.
• Allocate work and tasks to the team.
• Report to the manager on performance, status and any escalations.
• Facilitate and participate proactively in knowledge sharing sessions.
• Conduct team building activities to enhance motivation.
• Conduct performance appraisals for team members– provide input into
the learning and career plans for team members.
• Identify training needs of team members and provide coaching support
to them.
• Conduct process training or refresher training if required.
• Review VOC scores, provides feedback and recommend refresher
training whenever necessary.
• Resignations / Absconder communication to Operations Manager.
• Maintain EWS (Early warning system) for the team for tracking and
proactively addressing people issues.
• Manage attrition and absenteeism.
• Support recruitment efforts for the team.
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 • Conduct knowledge transfer sessions for new joiners in the team.
09/02/2024, 23:31 Team Leader

Technical Skills
SN Proficiency
Primary Skill Rqrd./Dsrd.
o Level *
1 Speaking English PL3 Required
2 Customer Service PL3 Required
Appendix:
Leadership and Professional Development skills
SN Proficiency Level
Primary Skill
o *
1 Managing Teams PL1
2 Managing Change PL1
3 Client Focus PL1
4 Effective Communication PL1
5 Written Communication PL2
6 Innovation PL1
* Proficiency Legends
Proficie
ncy Generic Reference
Level
The associate has basic awareness and comprehension of the skill and is in the process of
PL1
acquiring this skill through various channels.
The associate possesses working knowledge of the skill, and can actively and
PL2
independently apply this skill in engagements and projects.
The associate has comprehensive, in-depth and specialized knowledge of the skill. She /
PL3 he has extensively demonstrated successful application of the skill in engagements or
projects.
The associate can function as a subject matter expert for this skill. The associate is
PL4
capable of analyzing, evaluating and synthesizing solutions using the skill.

Job Application Development / Application Maintenance

Primary Location India Region-India-Karnataka-Bangalore
Organization BPO - India
Employee Status Full Time Employee
Schedule Full-time
Job Type Standard
Job Level Professional
Shift Day Job
Travel No
Posting Date Feb 8, 2024

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09/02/2024, 23:31 Team Leader

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