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Urgent opening for the Team leader position at BPO

5.00 to 10.00 Years   Noida, Hyderabad, Kolkata, Gurugram   26 Jun, 2022
Subhadra Jobs Consultancy Hiring For BPO Company
Job LocationNoida, Hyderabad, Kolkata, Gurugram
EducationNot Mentioned
SalaryRs 1.0 - 4.0 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Dear All,we do have the oepning for the Team leader position at BPO.1. Handling of escalation calls & able to provide corrective feedback to the agent. Reducing escalations and queries on the floor.2. Understanding & Publishing of Accurate Ops Business & Quality MIS, Reports.3. MIS on any additional activities done to be published by the end of the month.4. Ability to provide structured feedback from CSEs on any support that they may need to service the customers better.5. Action Plan to be shared on misses and best practices to be shared on hits monthly6. Should be able to share inputs in Revenue generation through new leads / cross-sell / renewal collections/ Retention.7. Be able to analyze and take appropriate decisions on escalations. Ability & understanding of practices to look at escalation reductions.1. MIS on any additional activities done to be published by the end of the month.2. Manage Shift Operations &Rostering of Staff3. Mentoring & Coaching Of the Team. Team Huddles & previous days performance to be discussed. Conduct regular team meetings and one on one sessions with the teams4. Should be able to manage the team aggressively while sticking to the job specifications5. Monitoring the IVR daily. Incase of a downtime coordination with Telecom Partner & In house IT for Closure. Incase of internal issue to share RCA with Client6. Checks to ensure smooth function of the IVR & TFN7. Responsible for maintaining shrinkage and absenteeism of team on the floor8. Driving the Rewards & Recognition programme for the team & responsible for appreciations.1. Team Leader to showcase & share inputs in CRM enhancement, FTR improvement, Increase of Self Service Utilization2. Well versed with Social Media and should have an ideal understanding of the requirement like Web Chat .ThanksChetanahidden_mobile

Keyskills :
team handlingteam leader operation

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