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Team Leader Operations

3.00 to 6.00 Years   Lucknow   27 Jun, 2019
Shell Infotech
Job LocationLucknow
EducationNot Mentioned
SalaryRs 1.5 - 2.5 Lakh/Yr
IndustryRecruitment Services
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

JOB DESCRIPTION- LUCKNOW LOCATION Principal Accountabilities (Key Result Areas): Non-Voice (Chat Process)

  • To ensure desired customer delight by providing satisfactory response to customer interaction.
  • To achieve desired contact center business plan results for revenue & costs.
  • Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.
  • Evolve more effective work process for improving customer interactions.
  • Constantly monitor & review performance metrics for achievement of objective.
  • Contribute inputs towards sales & marketing plans.
  • To interface with respective work center for resolution of complaints.
  • Manage resolution of billing queries /Issues.
  • To track & ensure closure of complaints.
  • To effectively manage Contact Center operations for constant performance achievements.
  • Identify relevant training needs of agents & ensure effective implementation.
  • Effectively manage shift operations.
  • Prepare work/manpower schedules.
  • Prepare contingency plans.
  • Interface with IT/HR/ Training/Quality.
  • Collate data & generate MIS report.
Standards for Measuring Success:
  • Customer satisfaction survey
  • Meet service level
  • Monthly call analysis
  • Quantitative
  • Qualitative
  • No. of issues resolved with in the standard time.
  • Agents productivity
  • Other key management attributes & Key Performance Indicators(KPIs) as agreed.
JOB SPECIFICATION: Positive Attitude Customer-centric Fast paced and prompt Achievement oriented Energetic and Enthusiastic Dressing appropriatelySkills:
  • Spoken Communication skills
  • English Language skills
  • Proficient in MS Office & Computer skills
  • Probing skills
  • Analytical skills
  • Influencing skills
  • Interpersonal skills
  • Leadership qualities
  • Problem Solving skills
  • Counseling skills
Qualification: GraduateExperience: 3-5 Years experience. The incumbent should have experience in the field of customer service (call center exposure must).Regards,Rati RajMobile: 8447377191Salary: INR 1,50,000 - 2,50,000 P.A. Industry: BPO / Call Centre / ITES Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations Role Category: Voice Role: Team Leader -(NonTechnical) Employment Type: Permanent Job, Full Time Keyskills:call center contact center operations customer service inbound service level customer satisfaction team leading customer interaction Non Voice Process,

Keyskills :
salesitesbpomismobilekpohatsalaryhisdivpromptsurvey

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