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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | 3,00,000 To 3,50,000 p.a. |
| Industry | Call Centre / BPO / KPO |
| Functional Area | ITES / BPO / KPO / LPO / Customer Service / Operations |
| EmploymentType | Full-time |
Analyze various reports to enhance productivity and conversions Ensure team meets and exceed Stipulated Timelines and Service level Agreements. Achieve KPI and productivity targets of Self & Team. Monitor and maintain quality of interaction with customers. Prepare and submit periodic Team performance reports. Call handling to develop first hand sensing of customer pulse and manage irate customers. Audit Calls and identify the training requirements of each Team Member. Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required. Teams individual target/Unit qualitative and quantitative targets are met. To ensure that at no point in time the team lacks supervision. Team Leads are responsible for staff retention Handling team & shop floor escalations calls and providing end to end resolutions. Attending call calibrations with quality and training team. Preparing monthly TL review to gauge individual and teams performance. Client interaction as and when required; incorporate feedback into the system. Give timely & real time feedback with a view towards improving Operational and individual efficiency. Administratively manage a team of Customer Service Executives along with their performance.
Keyskills :
English Hindi Team Leader