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Team Leader Operations

4.00 to 9.00 Years   Lucknow   30 Mar, 2024
Subhadra Jobs Consultancy Hiring For BPO Company
Job LocationLucknow
EducationNot Mentioned
SalaryRs 1.0 - 4.0 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    • Hi,
    • We hiring urgent opening for the Team Leader for the BPO,
    • We are haring Team Leader In BPO . Customer Support,Work from Offices. we are Giving Free Jobs.
      • Minimum 3 years of work experience in a relevant Contact center voice process. Should have worked in Domestic Bpo,
      • Minimum 1 years experience as a Team leader in voice/chat program
      • Thorough understanding of operations metric, people practices (score calculation, parameters, ratings, attrition
      • Customer service oriented. Should have prior knowledge of customer care processes and techniques. Proficient in Ms Office Excel, Word and PowerPoint and possess knowledge of Green Belt, Lean, Scheduling etc.
      Interested please apply Candidates should know the English, HindiCandidates Should be Graduate.Please share the Updated resume.
    • Keeping the team and self-updated of all process changes/ process highlights, at all times
    • Tracking agent/ team performance on quality, and working with the Quality and Training team to develop training schedules/ plans
    • Identify potential mentor from the agents and groom them to take on higher responsibilities
    • Build vintage in the team, by minimizing attrition/controlling attrition
    • Ensuring the Service level adherence of close looping and with coordinating with the process owners
    • Handled an inbound team for close looping of the complaints/requests with team of 20 agents
    • Handling top level escalated complaint and analyzing the root cause and taking initiative to improve the process
    • Looking after mystery audits of process in Service Recovery Department
    • Understanding & Publishing of Accurate Ops Business & Quality MIS, Reports.
    • MIS on any additional activities done to be published by the end of month.
    • Ability to provide structured feedback from CSEs on any support that they may need to service the customers better.
    • Action Plan to be shared on misses and best practices to be shared on hits monthly

Keyskills :
kpiattritionkrateam handingshrikage

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