Team Lead

2 weeks ago

Pune, Maharashtra, India IGT Solutions Full time

Positions : Team Lead

Location : Pune

24* BPO

Job Description :

The purpose of this role is to manage all team and process related issues. This would entail team management activities including effective process control, monitoring voice standards, performance reporting, value innovation, and escalation resolution. The team size would be of agents on inbound calls/email

  • Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
  • Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team.
  • Team Lead may be required to be a part of Client Calls – Agent Focus Group Discussions.
  • Team Lead has to re-inforce and drive all product related updates in team and handle escalated calls.
  • Team Lead has to download and maintain CMS reports – related to team staffing, AHT – track aux adherence and ensure discipline is maintained in team.
  • Ensure that all compliance related to policy and procedures are adhered to by agents on calls.
  • Team Leads are responsible for staff retention.
  • Team Lead has to conduct and manage appraisal discussions (PMS) with agents.

SKILLS AND KNOWLEDGE: EDUCATIONAL QUALIFICATIONS –

  • Candidate must be a graduate in any stream / Undergraduate / High School Graduate

RELEVANT EXPERIENCE –

  • With 1-2 years in supervisor or TL role in a BPO Operations or Travel Account set-up
  • Knowledgeable in computer MS applications & Excel
  • Preferably with experience in Travel BPO/Travel Agency & hands on experience in travel bookings and changes

FUNCTIONAL COMPETENCIES –

  • Leadership and People Management
  • Decision Making
  • Problem Solving Ability
  • Customer Management
  • Analytical and Methodical Abilities
  • Coordination / Team Work
  • Communications Skills Verbal and Written

BEHAVIORAL COMPETENCIES AND SKILLS –

  • Achieving Results
  • Customer Orientation
  • Empowering & Developing
  • Valuing People

KNOWLEDGE, SKILLS & OTHER ABILITIES --

  • Strong team-building skills.
  • Able to effectively assess operational inefficiencies.
  • Exceptionally talented at devising appropriate goals.
  • Good knowledge of measurable tasks.
  • Competent at social oral and written communication.
  • Excellent goal tracking and report writing.
  • Excellent communication and leadership skills
  • Organizational and time-management skills
  • Decision-making skills

PERSONAL CHARACTERISTICS & BEHAVIOURS

  • Strong leadership/people skills and performance management know-how
  • Excellent written and verbal communication skills in English
  • Willing to work in a fast-paced, dynamic and schedule-shifting environment
  • Organized and Methodical
  • Possesses integrity and strong work ethic including maintaining confidentiality
  • No criminal records
  • No active violations and/or disciplinary memos

Flexible and adaptive to work schedules

  • Has positive behaviour and background

High level of integrity and accountability

Budget - 4lpa to 5LPA

Regards

Varsha Batra

M Whatsapp)

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