Team Leader

2 days ago

India VXI Global Solutions Full time ₹ 1,04,000 - ₹ 1,30,878 per year

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,

  • Team Leader

    5 days ago

    India ASBS & Co Full time

    Position Overview The Team Leader will oversee day-to-day operations within the Audit & Assurance Department, ensuring timely client communication, quality review of work, team discipline, and knowledge

  • Team Leader

    5 days ago

    India Hiresquad Resources Full time

    Leading BPO in Hyderabad Hiring For Team Leader/Assistant Manager Banking Process Require min 1Year as Team Leader Experience in International BPO Looking for Candidates from BPO ONLY Strong in Operations Matrices like Attrition, Shrinkage, CSAT, NPS, SLA Must have Excellent Communication Skills CTC UPTO 8PA Shifts 24*7 ...

  • Team leader

    1 week ago

    India Nokia Full time ₹ 15,00,000 - ₹ 28,00,000 per year

    Team Leader-Person who will take care of Production operations with the people strength of ~60, engage the teams continuously to meet the planned schedules for the 24*7 Operations in shop floor. He is key to drive the daily show by engaging all Cross functional teams to meet the planned schedules with greater quality.Day to Day production activities handling...

  • Software Team Leader

    2 weeks ago

    India beBeeDevelopment Full time ₹ 31,20,000 - ₹ 42,00,000

    Job Overview">We are seeking a seasoned leader to drive the success of our Software Development team. As a key member of our organization, you will be responsible for overseeing the development and deployment of mission-critical systems that shape the future of digital commerce.">Key Responsibilities:">">Direct management of a team of 8-10 engineers">Process...

  • Customer Services Team Leader

    5 days ago

    India IGT Solutions Full time

    Customer Support Executive Are you passionate about providing exceptional service and building a rewarding career in the banking and financial services sector? IGT Solutions, a global leader in business process management, is looking for talented and enthusiastic Customer Support Executives to join our team in Gurugram. We are seeking professionals with 0-2...

  • Engineering Team Leader

    7 days ago

    India beBeeLEADER Full time

    We are seeking a seasoned leader to spearhead our Web Development team. The ideal candidate will have extensive experience in engineering, a strong background in technical leadership, and a proven track record of shipping complex products.Job DescriptionMain Responsibilities:• Lead the development of our web applications, ensuring seamless integrations...

  • Finishing Team Leader

    2 days ago

    Northeast India Harrison Scott Associates Full time

    Job Title: Finishing Team Leader Salary: £Excellent Package Location: North East Reference: J2300 Contact: Telephone: 0141 647 6688 Categories: , , , Our client is one of the country's leading printing service providers. Following continuous expansion, they are seeking a Finishing Team Leader to be the lead person responsible for the overall set...

  • Finishing Team Leader

    59 minutes ago

    Northeast India Harrison Scott Associates Full time

    Job Title: Finishing Team Leader Salary: £Excellent Package Location: North East Reference: J2300 Contact: Telephone: 0141 647 6688 Categories: , , , Our client is one of the country’s leading printing service providers. Following continuous expansion, they are seeking a Finishing Team Leader to be the lead person responsible for the overall...

  • Team Leader/ Supervisor

    5 days ago

    India IndusInd Bank Full time

    These will include but not limited to building best in class customer centric value propositions, working towards a seamless and customer friendly end-end onboarding experience, tracking product wise spends, activation, retention and attrition metrics and lead focused campaigns, build new use cases in partnerships with internal and external stakeholders. Use...

  • AI/ML Team Leader

    21 hours ago

    India beBeeLeader Full time ₹ 8,00,000 - ₹ 12,00,000

    At Firstsource Solutions, we're looking for a visionary Team Leader to spearhead our AI/ML projects.About the RoleWe're on a mission to transform industries through cutting-edge tech and data-driven insights. As a Team Leader, you'll be at the forefront of this journey, driving large-scale AI/ML initiatives that solve complex business challenges.Your key...