HR at Recruitment Services
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Team Leader - International IT Sales - Voice Process (1-4 yrs)
Job Description
Roles and Responsibilities:
- Managing an average team size of 08 to 10 members.
- Need to be approachable and supportive towards the team.
- Should have the ability to motivate the team to achieve their targets.
- To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivity
- Attrition and shrinkage management. Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team.
- Prepare schedules for the teams and ensure attendance.
- Compliance to login, log out & scheduled breaks of agents.
- Ability to evaluate calls, coach and provide feedback.
- Responsibility for delivery of the defined customer experience in every interaction.
- Work very closely with team members to solve customer problems.
- Acts as a point of contact for the resolution of customer escalations, enquiries and complaints from external and internal customers.
- Ensure all Company policies and procedures are implemented consistently and fairly.
- Conducting performance appraisals for the team.
Education & Experience
- Graduates or Undergraduates
- 1 year of experience as Team Leader or Acting Team leader (into inbound and Outbound voice calling) in a contact center
Salary upto 2.50LPA-Max .
Good communication in English language will be an added advantage.
Salary: INR 1,00,000 - 2,50,000 P.A.
Industry: ITES/Sales
Functional Area: ITES,Customer Service, Operations
Role Category: Voice
Role: Team Leader -(Technical)
Employment Type: Permanent Job, Full Time
Keyskills:
Team Leading,TL,Operations,Customer, Experience,Contact Center
Anju Tyagi
9871664110
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