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Team Lead
1 month ago
To know more about Firstsource please visit our website location : Hyderabad
Position :Team Leader- Customer Service
Division : BPO, 5 days working US Process
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
Padmapriya
