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Team Leader Operations

4.00 to 9.00 Years   Noida   12 Apr, 2024
Subhadra Jobs Consultancy Hiring For BPO Company
Job LocationNoida
EducationNot Mentioned
SalaryRs 1.0 - 4.0 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    • Hi
    • We are hiring for the Team Leader Position for the Bpo
    • Qualification : Any Graduate
    • Need overall 3 years Experience 1 years as a Team Leader on Paper.
    • candidate knows Attrition, Shrinkage, KPI , KRA
    • 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 :
attritionkpikrateam handingteam leader

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