Recruitment Head at MU HR Consultancy
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Team Leader - Social Media - Telecom (3-10 yrs)
We are hiring Team Leader from Telecom or Social Media Background
- 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...