Mum - BPO - Team Leader

1 day ago

Mumbai, Maharashtra, India Yugn Full time ₹ 4,00,000 - ₹ 5,00,000 per year
Profile: Team Leader Sector: BPO   Location: Mumbai (Work from Office only) Experience: Min. 1 yr on paper experience as TL Education: Graduation (any stream) Salary: Up to 4 lacs CTC + Incentives Shift Details: Rotational Shifts; 6 days working, 1 Rotational Week Off    Description:
  • Should have Hands-on experience in Team management and KPI's like AHT, Shrinkage, Attrition, Occupancy, Rostering, NPS/CSAT and DSAT calculations
  • Should have managed Team and worked towards bottom quartile
  • Manage Attrition and plan career mapping for Agents
  • Track Team performance, Coach & mentor them on daily basis
  • Pre-Post Briefing session, ensure timely completion & adherence of compliances
  • Excellent communication & Team handling skills required
  • Create an inspiring team environment with an open communication culture
  • Set clear team goals, Delegate tasks, and set deadlines
  • Oversee day-to-day operation
  • Monitor team performance and report on metrics
  • Discover training needs and provide coaching
  • Listen to team members feedback and resolve any issues or conflicts
  • Recognize high performance and reward accomplishments

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