HR Recruiter at Right Track corporate service
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Team Leader - Customer Support - Inbound Process - BPO (1-4 yrs)
DESIGNATION : Team Lead
salary: UPTO 4LPA
GRADE : L 2.1
Qualification : Graduates/15 years education
Experience: 2 + Years as Team Lead/ For intenal job hires 1 year SME.
PURPOSE To lead, coach, motivate and supervise in all matters related to their functions. Ensure that reporting staff are consistently provided with on the job training
ROLES & RESPONSIBILITIES :
a) Be in charge of running and managing the team on a daily basis
b)Set performance targets for all associates in the team to meet up with overall process objectives
c) Schedule and organize shift patterns for team members to ensure that the process is adequately staffed to
meet the SLA's
d) Monitor calls of team members to ensure that due procedures and quality standards are strictly adhered to
e) Conduct regular review of all agents performance and organize training sessions for under performers
f) Submit regular reports to management and seek new ideas and strategies to improve performance at the centerCompetencies Process/Product knowledge.
Customer service - Phone/ chat/ email skills (campaign dependent), display strong initiative in resolving issues of customers
A.- Professional/Functional Computer skills - MS office
Understanding basic metrics like Attrition, Shrinkage, AHT, sales Conversion & CSAT.
Quality focus, Exhibit strong team management ability to motivate team members and improve performance, capable of demonstrating problem solving skills
Communication - Good Verbal & written communication, Interpersonal skills
B.- Leadership/Managerial
Flexibility, Initiative & personal drive.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
