Business Team Lead
3 days ago
IGT Solutions is committed to delivering a seamless customer experience.
We provide integrated BPM, Technology and Digital Services & Solutions for clients across industries. Established in 1998, with 100% focus on customer experience, we are a Technology, digital services & BPM company committed to deliver innovation and business excellence for our 75+ marquee customers across the global technology sector. We have a global delivery footprint, spread across 19 centres in 11 countries, with 30,000 CX and Technology experts from 30+ nationalities
Our Digital Engineering team collaborates closely with our customer's business & technology teams to take solutions faster to market while sustaining quality while focusing on business value and improving overall end-Customer Experience
About the JobThe ideal candidate will manage a team of 15-20 members, overseeing their performance, productivity, quality, shrinkage, and attrition. Key responsibilities include coaching new team members, reviewing processes to improve overall performance and CSAT, identifying TNI and bridging process gaps, weekly monitoring and coaching, floor support, handling escalations, managing IC targets, maintaining AHT levels as per given targets, and possessing basic knowledge of computers and MS Excel.
We require a candidate with international process handling experience and strong supervisory skills. Excellent written and verbal communication skills in English are essential, along with being organized, methodical, and flexible for a 24*7 environment. The role offers a competitive salary and benefits package, including 5 days of work and the option to work from the office.
Requirements- Minimum 5 years of experience in handling a team and ability to manage team members and subordinates
- Strong supervisory skills and excellent written and verbal communication skills in English
- Basic knowledge of computers and MS Excel
- International process handling experience
- Flexible for 24*7 environment
IGT Solutions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. We foster a diverse and inclusive workplace.
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