This is an excellent and immediate opportunity in leading BPO MNC for Team lead- Bangalore

Position - Team lead

Location - Bangalore

Date of Interview - 5th Jan 2019

Date of Joining - immediately

Add on Benefits -

Leading MNC in the market

Company payroll- Permanent / No contract

Performance based incentives

Key Roles and Responsibilities :

- Managing an average team size of 20 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, coachand 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.

Qualification : 

- Excellent Communication

- Undergrad / Graduates

- Candidates should be from Sales background

- Hands on with MS Office tools i.e. Excel, PowerPoint & Word

- 3 to 4 years experience into Training with at least 1 year in the relevant role

Interested candidates can forward their resume 

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