Team Leader

14 hours ago

India VXI Global Solutions Full time

Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing

We're committed to bringing passion and customer focus to the business.

Essential Duties & Responsibilities include the following: Other duties may be assigned by the Department Head and / or its representatives

  • Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)
  • Reviews agent performance results daily to ensure all goals are met or exceeded
  • Analyzes and trends agent KPI/Sales performance
  • Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback
  • Monitors and assesses employee calls to drive performance improvement plans
  • Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations
  • Be hands-on and demonstrates a desire to help Global Agents by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site's successful performance
  • Teaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc)
  • Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goals
  • Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel
  • Attends assigned Leadership Calibrations
  • Assists and tracks agent password resets
  • Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)
  • Administers HR and Department policies as instructed
  • Conducts annual reviews/PACS/E-valuation
  • Presents his/her team's performance in a business review format either weekly or monthly
  • Supports and enforces
  • Code of Conduct
  • Compliance Requirements and Procedures
  • Dress Code
  • English Only Policy
  • Attitude/Behavior
  • Integrity
  • Call Handling
  • Drives teamwork and team performance
  • Creates, implements, and supports call center initiatives
  • Orients newly assigned members and establishes team mentor/buddies
  • Performs other assigned/related duties within the center as directed

Education & Experience

  • Must have completed Rising Star and 7 Habits
  • Must be a graduate of the TL Development Program
  • Bachelor's/College degree from a college or university; or one to two years related experience and/or training; or equivalent combination of education and experience
  • Must be a regular employee
  • Must have at least 6 months' tenure in current position
  • No pending or existing DA case

Competencies

  • Administration
  • Customer Focus (Core)
  • Decision Making
  • Flexibility
  • Performance Management
  • Quality Orientation (Core)
  • Results Achievement (Core)
  • Leadership
  • Teamwork (Core)
  • Verbal and Written Communication
  • Organizational Understanding

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

Original Title: Team Leader

Req Id: R25_03474

Posted At: Fri Sep :00:00 GMT+0000 (Coordinated Universal Time)

Full Time

India,

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