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Team Lead

3 months ago

Hyderabad, India Firstsource Full time

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website www.firstsource.com


Job location : Hyderabad

Position :Team Leader- Customer Service

Division : BPO

Experience : 1-2 years as Team handling experience in Customer Service Process.


Description: Description:

Operational

· Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA.

· Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.

· Floorwalks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities of customer service associates \

to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.

· Strong organizational, planning and analytical skills.

· Basic arithmetic and statistical skills for analysis of data and generation of reports.

· Problem solving skills


Key Performance Indicators


· Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.

· Listens to calls and coaches the team to enhance performance.

· Monitors the calls/chat taken by the associates and provides them feedback.

· Interacts with the quality team to seek feedback on the team’s performance and team quality scores.

· Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.

· Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems

including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.

· Organizes training program for the associates.

· Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.

· Holds team briefing and de- briefings before and after each shift.

· Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.

· Initiates and administers the rewards and recognition program for the team. · Organizes the monthly team outings in coordination with the associates and the team member


Graduate is must


Contact details

Arul Kumar

Email-arul.mmm@firstsource.com