Onsitego - Team Leader - Voice Process (5-13 yrs)
Job Description:
1. Manage and lead the Customer Care Advisors on Inbound Calls/Outbound Calls
2. Responsible to maintain daily Service Level at 99%
3. Drive individual agents performance and maintain maximum productivity
4. Effective Performance planning for Self and team, Time Management and Self-Organization
5. Ability to manage Stressed situations and handle all employee related concerns
6. Responsible for Monthly Rostering and achieving =>95% attendance daily
7. Review Monthly Dialers reports to improve daily service levels and agents productivity
8. Weekly team performance review
9. Responsible for attrition less than 5% each month team wise
10. Maintain Voice Csat = > 97% MTD
11. Responsible for Daily Floor updates and weekly briefings
Knowledge & Skills Required:
- Excellent communication skills in English and Hindi, Regional language in Tamil, Telugu will be an added advantage
- Good knowledge of Microsoft Tool and Excel(Pivot Table, HLOOK UP, VLOOK UP and Power point)
- Strong People Management Skills and a Good Motivator
- Excellent customer service skills, including maintaining focus on the customer issues
- Prompt Escalation Closures on Call
- Demonstrates ownership to resolve challenging customer issues, escalating when necessary
- Flexible with the working schedule; may be expected to work weekends, holidays and Sundays.
- Should have worked for an Inbound customer service BPO as Team Leader / Assistant Manager with minimum 2 years on paper as TL / AM
- Preferred from Customer Service Inbound only
- Location Preference with in Suburbs
Qualifications:
- Any Graduate/ PG is eligible to apply
Note: Immediate Joining or 15 Days Notice Period are Preferred
Contact Person : Moni Singh
Contact Number :7304457163
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