Team Lead

1 week ago

Mumbai, India Onsitego Full time
Job Title - Team Leader
Department- Contact Centre
Location - Mumbai
Job Purpose : We are looking for an experienced Team Leader for supervising, managing and motivating team members on a daily basis
Responsibilities:
Manage and lead the Customer Care Advisors on a Voice/ Non-Voice process
Responsible to maintain daily KPIs targets
Productivity, Quality, Service levels, Backlog & CSAT
Drive individual agent’s performance and maintain maximum productivity
Effective Performance planning for Self and team, Time Management and Self-Organization
Ability to manage Stressed situations and handle all employee related concerns
Responsible for Monthly Rostering and achieving =>95% attendance & login adherence
Review Monthly Dialers reports to improve daily service levels and agent’s productivity
Weekly team performance review
Internal Call Audits
Responsible for attrition less than 5% each month team wise
Maintain Voice CSAT => 97% MTD
Responsible for Daily Floor updates and weekly briefings
Desired candidate profile:
Good knowledge of Microsoft Tool and Excel (Pivot Table, HLOOK UP, VLOOK UP and Powerpoint)
Strong People Management Skills and a Good Motivator
Excellent customer service skills, including maintaining focus on the customer issues
Prompt Escalation Closures on Call
Demonstrates ownership to resolve challenging customer issues, escalating when necessary
Flexible with the working schedule; may be expected to work weekends, holidays and Sundays
Should have worked for an Inbound customer service BPO as Team Leader with minimum 2 years on paper as a Team Leader
Preferred from Customer Service Inbound only
Experience: 2+ years as a Team Leader
Qualification: Graduate

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