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Subject Matter Expert(International Bpo)

3.00 to 8.00 Years   Gurugram   31 Jan, 2025
Cocentrus
Job LocationGurugram
EducationNot Mentioned
SalaryRs 4.5 - 6 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    We are hiring for Team Leader for Gurgaon Location. Details are given below:Title: Team leader operationSalery: up to 6LpaExperience:3 YearShift: Us ShiftDays: 5 DayKey Roles And Responsibilities:-
    • Manage Voice process teams KRA goals and target achievement.
    • Share Scorecard within the team and enable individual awareness on their KRA goals, targets and their current stand.
    • Arrange for team meetings and discuss operational issues and ways to achieve operational excellence.
    • Take ownership of cases - keeping track && following up on escalated cases and ensure progress of cases through backlog review.
    • Notify/discuss with manager on cases that require assistance or which needs to be managed politically.
    • Identify Knowledgebase availability && create/publish new Knowledge Base Articles.
    • Jointly responsible, along with the manager, to identify candidates for PIP and plan for refresher training.
    • To train people on topics those are identified by the escalation leads.
    • Have appropriate succession planning in place for critical roles (like SME, Supervisor, Trainer) so that associates can be groomed up the ladder
    • Should be able to effectively lead conflict management in their team and resolve issues.
    • Daily Management of shift
    • Administrative management of associates
    • Work allocation to associates, Monitoring and mentoring of associates on productivity, quality and knowledge.
    Please Note:Share your updated CV with me on hidden_email

Keyskills :
international call centerteam leadingsmebpo voice

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