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Team leader salary up to 12 lakhs

4.00 to 8.00 Years   Pune   16 Aug, 2022
Imaginators Try Going Beyond Hiring For team leader
Job LocationPune
EducationNot Mentioned
SalaryRs 10 - 12 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    Hi we are hiring forTeam leader in Banksalary up to 12 lakhslocation pune and chennaigrad plus 3 years of TL exp requiedJob Purpose To provide day to day operations management of the contact center, ensuring smooth running ofdepartment to meet the needs of business and individuals. To serve as the first level escalation point for customers requesting to speak to senior staff To monitor calls/chat/ emails of CSO and provide appropriate feedback To serve as the training contact point and conduct internal product && process training and serviceskills training Follow risk and compliance procedures Responsible for the MIS to provide the stats/reports requested by management/operations/BU forthe regional call centre Responsible for the Knowledge Management to facilitate and help maintain KnowledgeManagement website for India Call Centre Ability to handle teams across locations (Remote)Key Accountability && ResponsibilityOperations Management1. To track real time service metrics performance of the call center2. To assist CSO with queries on floor and handle customer escalations3. To provide daily product and process related updates to the operations team4. To track attendance / schedule adherence of CSOs5. Provide feedback on performance and guide them on performance improvement6. Maintain good rapport with internal and external stakeholdersQuality && Training1. Monitor / Evaluate Live or recorded calls/chats2. Conduct quality assessment and refresher trainings3. Identify training needs for CSO4. Collate and prepare quality monitoring reports5. Be part of calibration session6. Provide adequate coaching and feedback to CSOs7. Frequently revisit and review process and update training and risk team8. To serve as single point contact for knowledge management updates.Knowledge Management1. To continually review customer enquiries, collect accurate information and submission to KM teamto internal portal.2. To ensure updated and accurate information in Knowledge Management portal3. Act as a central contact with relevant Bus/SUs to obtain required information.Workforce Management1. To coordinate with WFM, also act as back up to monitor Service levels, staffing, reports, analysevolume trend based on demand / top drivers2. To circulate call centre performance metrics MI3. To assist in volume forecast and schedule.Employee Management1. To know the pulse of each team member Strength and area of improvements2. Be approachable and engage well with the team3. Encourage team members and drive them to achieve team and unit goals4. Guide them to enhance their skills5. To create and maintain joyful working environment at all times2ExperienceNon-technical Experience(1) Excellent Communication skills, goodwriting skills(2) Preferred multiple regional language(3) Employee engagement skillsTechnical Experience1. Experience in banking / financialinstitutions is preferred2. Experience in operationsmanagement of a contact centre3. Six Sigma or COPC or Projectmanagement experience is anadditional advantage4. Expert in Ms officeMinimum No. ofYears5-8 years ofexperience with2 yearsminimum inmanagingpeople in a BPOEducation / Preferred QualificationsGraduate / MBA is preferredhidden_mobile

Keyskills :
inboundcontact centerteam leadingteam handlingcustomer service

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