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Team Lead

2 months 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