Walkin on 9th Sep and 10th Sep
Role: Team Leader (TL)
Analyse various reports to enhance productivity and conversions
Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
Achieve KPI and productivity targets of Self & Team.
Monitor and maintain quality of interaction with customers.
Prepare and submit periodic Team performance reports.
Call handling to develop first hand sensing of customer pulse and manage irate customers.
Audit Calls and identify the training requirements of each Team Member.
Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required.
Teams individual target/Unit qualitative and quantitative targets are met.
To ensure that at no point in time the team lacks supervision.
Team Leads are responsible for staff retention
Handling team & shop floor escalations calls and providing end to end resolutions.
Attending call calibrations with quality and training team.
Preparing monthly TL review to gauge individual and teams performance.
Client interaction as and when required; incorporate feedback into the system.
Give timely & real time feedback with a view towards improving Operational and individual efficiency.
Administratively manage a team of Customer Service Executives along with their performance. Hiring SPECIFICATION: Education: Graduate
Experience: 2-3 years in BPO as TL Attributes: Good communication skills
Good interpersonal skills
Problem solving skills
Team Management and Client Management
Feedback sharing with Team Working Hours for the process:
- Process timings Rotational shifts (Including night shifts)
- Weekly Off - Rotational Direct walk-in to the below mention address Carry updated resume and one passport size photo.