Skills:
excellent communication in english and hindi, Handling good in shrinkage, attrition and KRA, Carry work experience into handling bpo custmersupport team of voice process in domestic, immediate joiner, Be in charge of running and managing the team on a daily basis, Set performance targets for all associates in the team to meet up with overall process objectives,
cROLE
Team Leader Operations
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
- Be in charge of running and managing the team on a daily basis
- Set performance targets for all associates in the team to meet up with overall process objectives
- Schedule and organize shift patterns for team members to ensure that the process is adequately staffed to meet the SLA's
- Monitor calls of team members to ensure that due procedures and quality standards are strictly adhered to
- Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
- Conduct regular review of all call center agents performance and organize training sessions for under performers
- Submit regular reports to management and seek new ideas and strategies to improve performance at the center
- Implementation or maintenance of IS infrastructure within the organization
- Co-ordination/reporting of information security tasks
- Setting up requirements of confidentiality documents
- Membership in specialist committees
- Owner of relevant assets, critical information
- Definition of rules for use of assets
- Conduct of risk assessments for assets
- Definition of the corresponding levels of protection for assets
KRA
- Productivity
- Quality Improvement
- Attrition
- Shrinkage
- Process Insights
Competencies
Professional/Functional
- Business Related & Customer Facing
- Leadership/Managerial
- Communication
- Personal
Product Knowledge, Customer Service, Documentation Skills, Phone/ Chat/ Email Skills, Computer skills
Quality Focus, Problem Solving, Display strong initiative in resolving issues of customers
Exhibit strong teamwork, ability to motivate team members and improve performance, capable of demonstrating problem solving skills
Listening, Verbal and Written communication skills,
Good in Interpersonal skills, Confident while communicating
Multi-tasking, Professional attitude, Strong oral and written communication skills which includes
Other Requirements (if Any Specific To The Role)
Being aware of Customer's culture, Ability to use common courtesies
Career Progression
Assistant Manager
Reporting to
Manager
Authority
NA
Employee Signature
