15h Left: Team Lead
2 weeks ago
To know more about Firstsource please visit our website location : Hyderabad
Position :Team Leader- Customer Service
Division : BPO,
Experience : Preferred experience from Sales/Upselling background with min 2years of experience in Team handling.
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
Email-
-
Customer Service Team Lead
2 days ago
Hyderabad, Telangana, India Firstsource Full timeCompany OverviewWe are a leading provider of customized Business Process Management (BPM) services. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across various industries.Our Clientele includes Fortune 500 & FTSE 100 companies, with operations in the US, UK, India, and Philippines.To learn more about our company...
-
▷ [15h Left] Team Lead
20 hours ago
Hyderabad, India Movate Full timeJob Role : Tech LeadNotice Period : Immediate to 30 daysWork Mode : Work From OfficeShifts: Should be flexible for rotational shiftsLocation : HyderabadJob Description:- 4+ Yrs. of POI experience and QC experience is an added advantage- Have good planning, organizing and problem-solving skills- Expert in excel based analysis and should have good knowledge on...
-
▷ 15h Left: Team Lead, Customer Success A
2 weeks ago
Hyderabad, India Blackbaud India Full timeAbout the roleThe Team Lead will manage a team of internal Customer Success Managers (CSMs), who assist customer-facing CSM teams by answering inbound customer requests, running & preparing reports and other customer-facing materials, consolidating data and generating materials & information to help CSMs with escalation management.Additionally, a Social...
-
Tech Lead for Scalable Software Solutions
2 days ago
Hyderabad, Telangana, India UnitedHealth Group Full timeAbout Us">UnitedHealth Group is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our mission is to make the health system work better for everyone.">Job Summary">We are seeking an experienced Tech Lead for our team, who will play a key role in designing, developing and delivering commercial...
-
Presales Team Lead
3 weeks ago
Hyderabad, India NKlusive Full time- JOB PURPOSE:-Responsible for managing a team of Customer Advisors who will be engaged in responding to enquiries of prospective and existing customers, understanding and validating prospects’ requirements.- JOB RESPONSIBILITIES:-A. KEY RESPONSIBILITIES:1. Should ensure the acceptance of all incoming calls to the customer care numbers within the given...
-
SDET Team Lead
4 weeks ago
Hyderabad, Telangana, India Verisk Full timeJob DescriptionAs a seasoned leader in software quality assurance, you will oversee a team focused on QA and test automation for applications used by insurance market professionals. Your responsibilities will include collaborating with developers, product managers, and leadership to ensure these applications meet the highest quality standards. You will lead...
-
15h Left: Cloud Security Engineer(AWS)
20 hours ago
Hyderabad, India DAZN Full timeWHAT’S YOUR NEW ROLE ABOUT?What’s better than engineering the streaming platform reaching millions of concurrent users globally? Doing it with millions more in mind! DAZN are a leading worldwide sports broadcaster, changing the game.To enable us manage the risk of such a fast-growing business we are looking for a Cloud Security Engineer to join our...
-
Sales Engineer
6 days ago
Hyderabad, Telangana, India Atlas Copco Full timeAbout Atlas CopcoAtlas Copco is a world-leading provider of sustainable productivity solutions. We drive progress by enabling industries to take advantage of the opportunities presented by increased demands for infrastructure, natural resources, and energy.We are passionate about applying innovation, technology, and human expertise in solving our customers'...
-
Strategic Business Continuity Lead
2 days ago
Hyderabad, Telangana, India ECS | Enterprise Change Specialists Full time**About ECS | Enterprise Change Specialists**We are a leading provider of enterprise change solutions, committed to enhancing organizational resilience and business continuity.**Job Summary**Business Continuity ManagerECS | Enterprise Change Specialists seeks a seasoned professional to lead our Business Continuity Management System (BCMS) and related...
-
SDET Team Lead
3 months ago
Hyderabad, India Verisk Full timeJob Description Your primary responsibility will be to lead, maintain and facilitate a highly effective team focused on QA and test automation for application(s) used by insurance market professionals. Working with developers, product managers, leadership, and other key stakeholders to validate that these applications are of the highest quality and fit...
-
Safety Reconciliation Operations Lead
2 weeks ago
Hyderabad, Telangana, India Bristol Myers Squibb Full timeJob SummaryWe are seeking a highly skilled and experienced Safety Reconciliation Operations Lead to join our team in the US. This role will be responsible for ensuring the quality and accuracy of adverse event reports, processing and reconciling safety data, and collaborating with global stakeholders to ensure compliance with regulatory requirements.About...
-
Digital Transformation Solutions Architect
2 weeks ago
Hyderabad, Telangana, India Microsoft Full timeEmpowering Innovation through Dynamics 365 CE ExpertiseSalary: $140,000 - $170,000 per annumOverviewAt Microsoft, we are on the front lines of innovation, working side-by-side with customers to drive value across the entirety of their digital transformation journey. Our team prides itself on embracing a growth mindset, inspiring excellence, and encouraging...
-
Lead Power BI Developer
1 month ago
Hyderabad, India Stackular Full timeJob Title: Lead Power BI DeveloperJob Summary: We are seeking a seasoned Lead Power BI Developer to design, develop, and maintain business intelligence solutions using Microsoft's Power BI platform. As a key member of our team, you will work closely with stakeholders to understand business requirements, create insightful reports and dashboards, and provide...
-
Lead Data Scientist
5 months ago
Hyderabad, India Arrise Solutions (India) Pvt. Ltd Full timeAbout us:Arrise Solutions India Pvt. Ltd. (powering PragmaticPlay) is a leading content provider to the iGaming and Betting Industry, offering a multi-product portfolio that is innovative, regulated and mobile-focused. Pragmatic Play strives to create the most engaging and evocative experience for customers globally across a range of products, including...
-
Technology Delivery Head
3 weeks ago
Hyderabad, India Trianz Full timeTrianz is a leading-edge technology platforms and services company that accelerates digital transformations at Fortune 100 and emerging companies worldwide in data & analytics, digital experiences, cloud infrastructure, and security. The company has developed a disruptive “IP Led Transformations” vision, strategy, and business model over the past 3...
-
Lead Apigee Hybrid Architect for PepsiCo
4 days ago
Hyderabad, Telangana, India PepsiCo Full timeJob Title: Lead Apigee Hybrid ArchitectWe are seeking a seasoned Apigee Hybrid Architect to join our team at PepsiCo. This is an exceptional opportunity for a highly motivated and experienced professional to play a pivotal role in shaping our Apigee Hybrid Foundation.As the Lead Apigee Hybrid Architect, you will be responsible for providing technical...
-
Senior Software Engineer
3 weeks ago
Hyderabad, Telangana, India insightsoftware Full timeJob DescriptionAs a Senior Software Engineer at insightsoftware, you will be working alongside a team of skilled engineers to build and maintain our Equity Management SaaS Application.You will be responsible for implementing new features, enhancements, and fixes to the product through work items planned in the current sprint, and actively participating in...
-
Lead .Net Fullstack Developer
2 months ago
Hyderabad, India Conduent Business Services Full timeJob Track Description: Candidate should responsible for crafting and developing solutions to meet the customer’s expectations and specifications outlined in the requirements. You will be providing advanced technical expertise and mentoring to the programming team and the broader organization and provide input into designs and technology solutions to...
-
Technical Lead for Java Development
2 weeks ago
Hyderabad, Telangana, India State Street Full timeAt State Street, a leading provider of financial services and products, we are seeking an experienced Technical Lead to join our team as a Senior Java Development Engineer. This role offers an exciting opportunity to work on a cutting-edge electronic trading system, FX Connect, which is used by 19 of the world's largest 20 FX liquidity providers and most...
-
Sales Director for Strategic Growth
3 weeks ago
Hyderabad, Telangana, India Stark Full timeJob Title: Sales Director for Strategic GrowthJob Description: We are seeking a highly experienced Sales Director to drive our sales strategy and lead sales teams in achieving ambitious revenue growth targets. The ideal candidate will have a proven track record in sales leadership, excellent communication and negotiation skills, and a deep understanding of...