Team Leader Customer Service/Tele-Sales
1 week ago
Job Descriptions:
Experience as Team Leader/Asst.
Manager for a Tele-sales/Customer Service process should equip adequate knowledge of Call Centre metrics, understanding & efficiently driving dialer and calling processes.
Responsibilities and Desired Skills:
Demonstrated ability to effectively manage a team.
Must Know AHT, Attrition, Shrinkage, YTD/MTD ETC.
Expert knowledge of Operations processes and supporting tools.
Drawing up action plans for the advisors requiring coaching or development
Tracking attrition and performance regularly.
Providing updates to OPS Manager regularly with respect to the performance of the team and any issues faced by them.
Initiating CAP/DAP as required.Monitoring team performance. Enable development opportunities for team through participation in various initiatives.
Preparing reports, incentive sheet, etc.
Skills Required:
People Management
Excellent verbal, written and interpersonal communication skills.
Exceptional listening and analytical skills.
Must be proficient with Microsoft Office (intermediate Word, basic Excel).
Outstanding customer service skills and dedication to providing exceptional customer care.
Ability to multitask and successfully operate in a fast paced, team environment.
Extensive experience working in team handling in Operations
Total Experience: 2 Years,
Team Leader Experience: 1 Year
BPO Experience would be added advantage
6 Days Working
Education -Any Graduate
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