Senior Team Leader

9 hours ago

Navi Mumbai, Maharashtra, India ICICI Lombard Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Hiring Senior Team Leader for ICICI Lombard contact center @ Vashi Office

**THIS IS AN ON-ROLL OPPORTUNITY WITH ICICI LOMBARD**

  • Designation: - Senior Team Leader

  • Role: - Handling Customer Service Team

  • Shift Timing: - Female: 7 to 8:30 pm (Any 9.30 hrs.) Male :7 to 12:30 AM (Any 9.30 hrs) + (night shift)

  • Week-Off: - 2 Rotational Week-off

  • Age Criteria: - 25 TO 37

  • Roles and Responsibilities:

  • Develop and implement effective training programs to enhance team performance and productivity.

  • Collaborate with cross-functional teams to resolve complex issues and improve overall process efficiency.

  • Analyze KPIs such as AHT, Shrinkage, Attrition, Csat, Dsat, FCR, Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSat), Agent Evaluation Scores etc. to drive business growth & overall performance metrics.

  • Ensure compliance with quality standards and regulatory requirements.

  • Manage a team of customer service representatives to achieve operational excellence in Inbound Voice Process.

  • Oversee daily operations, ensuring efficient use of resources and effective communication among team members.

  • Provide coaching and guidance to team members on product knowledge, sales techniques, and customer service standards.

  • Ensure compliance with company policies, procedures, and regulatory requirements.

  • Desired Candidate Profile: -

  • 4-6 years of experience in BPO industry with expertise in Inbound Voice Process.

  • Proven track record of managing teams effectively using TL methodologies.

  • Strong understanding of people management principles including recruitment, training, development & retention strategies.

  • Strong people management skills with ability to lead cross-functional teams effectively.

  • Excellent communication skills for building strong relationships with customers and internal stakeholder

  • Required Skills: -

  • Preferred only male candidates

  • Excellent Communication

  • Good Thought Process

  • Graduation Mandatory. Additional qualification is an added advantage

  • Have handled various projects.

  • Service Voice Process Background

  • Open Industry

Interested candidates can share their resume on or WhatsApp on

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