Job Description :

Role :

We are in the business of finding people happiness and consequently somebody who is jovial, mature, result -oriented and cares deeply for our customers will be able to succeed in this role. The team lead is responsible for Supervising,motivating and monitoring team performance.

Responsibilities

- For Team Leader the candidate will need to:

- Mentor and develop the team & Responsible for Teams performance on operational Metrics.

- Effectively manage shift operations.

- Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, Maintaining SLA,

Attrition management Etc.).

- Handling Escalation calls of Customers & ensure closure of complaints.

- Strong Rapport building skills with Team & stakeholders, manage attrition in the team.

- Evolve more effective work process for improving customer interactions.

- Constantly monitor & review performance metrics for achievement of objective.

- To effectively manage Contact Centre operations for constant performance achievements.

- Identify relevant training needs of agents & ensure effective implementation.

- Interface with IT/HR/ Training/Quality in order to improve the team's Performance

- Create an inspiring team environment with an open communication culture

- Recognize high performance and reward accomplishments & Encourage creativity and risk-taking

- Suggest and organize team building activities

Requirements:

- Min Qualification - Graduation.

- 3+ years- experience developing the above skills

- Proven work experience as a team leader or supervisor

- In-depth knowledge of performance metrics

- Good PC skills, especially MS Excel

- Excellent communication, leadership skills, Organizational and time-management skills

- Decision-making skills

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