- Motivating and inspiring the team to surpass their potential.

- Improving the team and facilitating the communication among the members of team.

- Exceeding and meeting departmental objectives, including conversion targets, and lead generation.

- Creating sense of ownership within the employees and resolving employee issues, if any.

- Encouraging, supporting, and motivating actively one's peer team.

- Looking constantly for development as well as continuous improvement for the entire team.

- Monitoring, organizing, and coaching team on a day-to-day basis.

- Communicating the company's purpose, core values, vision to the front employees.

- Ensuring that the employees follow their schedules properly as designed.

- Striving for new ways continually, to increase the opportunities of sales.

- Handling escalated calls, complaints, questions, and queries as necessary.

- Facilitating cross-functional communication within employees for improved working condition.

- Creating a conducive work environment for all the call centre's employees.

- Carrying out team meetings and actively participating in the monthly and weekly meetings.

- Documenting general reports on each team member's performance and targets as well as ensuring that they exceed the targets.

- Handle attrition and shrinkage.

Experience:

- Strong knowledge of customer care techniques and processes

- Familiarity with several voice-logging systems and tools

- Should have knowledge and experience of attrition and shrinkage

- Bachelor's degree in administration, commerce, management or any related field from an accredited institution

- Candidate should have minimum 4 years of experience as Team Leader in BPO (Home Loan / BFSI / Insurance process only)

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.