Team Lead (Arabic)

Job Description:
Team Leader is responsible for the day-to-day activities and guidance of their team members and requires candidates who can set targets, implement guidelines, and assist with any issues the employees may have. TL needs to be focused on People Management, Continuous Process Improvement and SLA Management. The TL is expected to ensure 100% compliance to SLAs, including but not limited to Quality, Utilization and Production, while managing a team of 20+ associates. The TL should be able to display high level of confidence in ensuring compliance to both Client and Cognizant policies, and Code of Ethics. Team managers should know about team strategies, working with remote teams, using technology, workplace diversity, management styles, mediation, macro, and micro-management.

Project Process Description:
The project involves reviewing content (videos/images/text) for one of the Largest Technology giant. As part of the contractual obligations, client expects the team to follow certain policy guidelines, meet stringent TAT, Productivity and a minimum monthly average quality requirement as per the target.

Location: Kuala Lumpur
Immediate Reporting Relationships: Team Manager/ Service Delivery Manager

Candidate Qualification:

1. Educational Requirement: Bachelor’s/Master’s Degree
2. Relevant Experience and Minimum # of Years/ Months: 4 – 6 Years which includes a minimum of 2 years of team handling (20+ FTEs) experience

Core Competencies:

1. Excellent written, reading & spoken communications skills in English & Required Language and understanding of local culture
2. Should have had coaching and mentoring experience
3. Search skills, ability to approach problems logically
4. Excellent people and performance management skills
5. High degree of problem-solving and analytical skills with strong attention to detail required
6. Ability to manage multiple tasks and competing priorities effectively under pressure and short time lines
7. Set a healthy environment in the team and positive mind frame in the individual
8. Ability to work in a fast-paced, constantly evolving environment
9. Strong understanding of online & digital markets
10. Proven track record of exceptional performance and high productivity
11. Excellent client and process management skills
12. Understanding of the social space (trends, influencers, engagement, things to be cautious of etc.)
13. Quick learning and understanding of complex processes

Other Requirements (Certification, etc.):

1. Candidate should be comfortable to work in 24*7 shifts with rotational weekly offs
2. Ability to manage critical situations with minimum supervision
3. Customer service orientation and ability to work in a team
4. Strong keyboard and analytical skills
5. Ability to perform in adverse situations
6. Should be comfortable working with explicit & extremely sensitive content

Detailed Role & Responsibilities:

1. Responsible for managing a team of 15-20 agents making sure daily KPIs are achieved
2. Mentor and groom the team members as per the career growth options
3. Motivate and drive the team to ensure timely deliverables
4. Track and report daily volumes and quality stats to the TM and other stakeholders
5. Provide performance feedback, coaching on the Analysis conducted by the QA
6. Report and Identify training requirements based on the data analysis for respective teams
7. Excellent SLA management skills & should have experience in preparing and reviewing RCA
8. Help improve the defined processes as we create more automation and gather information
9. Review team on bottom quartile management activities
10. Co-ordinate with non-operations team to make sure smooth BAU
11. TL will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines
12. Flexible to work in assigned shift timings as per process requirements