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Team Lead, SME, Voice, Inbound, Semi voice, Analyst, Technical Associate, Bpo.

1.00 to 6.00 Years   Bangalore   16 Mar, 2025
Inspiration Manpower Consultancy Private Ltd
Job LocationBangalore
EducationNot Mentioned
SalaryRs 5 - 10 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (International)Customer Service (Domestic)
EmploymentTypeFull-time

Job Description

    We are conducting job fair for the role of Team lead, SME, Trainer, Quality analyst, Senior Analyst, Senior Associate for Various domain.Proactive and inquisitive candidate required with clear and precise communication, written and oral skills Market knowledge of US Wireless and Telecom domain would be preferred Domain knowledge of International Voice process Analytical skills are also required with an eye for detail Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers Team Building - Ability to coach, connect and motivate team members as well as groom Team Leads AI Orientation along with functional knowledge of analytical tools would be preferred Six Sigma and quality tools knowledge/certification would be desired International Voice Experience US Telecom Experience would be desirable Roles and Responsibilities: Manage team expectations and project SLAs Monitor knowledge sharing and retention within the team Ability to create and implement action plan for improvement across KPIs Ability to manage BQ/Outlier performance Mentor and groom Team leads and frontline advisors to take additional responsibilities Be part of client reviews and provide performance trends and next steps Encourage Value Adds not only for client but also for the organization. Grooms key individuals in the team through coaching Develop strategies for continuous improvement, identify projects and mentor them (Changes to improve Customer Experience) Handling customer escalations or providing resolutions which require higher level of authorization Take prompt, sound and independent decisions while resolving customer issues and need Communicates with the team in a timely manner (skip levels, appreciation etc) Planning & Executing Employee Engagement & Fun Activities Maintain effective employee relations at all levels Conducts town hall meetings and focuses on the needs of employees Identify Training needs for the floor Deciding on ways to control attrition for the process Conducting regular 1:1s Works in collaboration with the Quality / Work force planning, Training & HR teamsContact Point : Mallik - hidden_mobile / hidden_mobile / hidden_mobile / hidden_mobile / hidden_mobileAditya - hidden_mobile

Keyskills :
team leadershipvoice processteam handlingcontact centercustomer service deliverycustomer servicebpo operationscustomer relationshipcustomer retention

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