Team Lead

1 month ago

Mumbai, India Firstsource Full time
A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.
To know more about Firstsource please visit our website location : Mumbai
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.
· Floor walks 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
Ishika Agarwal

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