- Managing an average team size of 20 members.
- Need to be approachable and supportive towards the team.
- Should have the ability to motivate the team to achieve their targets.
- To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivity
- Attrition and shrinkage management. Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team.
- Prepare schedules for the teams and ensure attendance.
- Compliance to login, log out & scheduled breaks of agents.
- Ability to evaluate calls, coach and provide feedback.
- Responsibility for delivery of the defined customer experience in every interaction.
- Work very closely with team members to solve customer problems.
- Acts as a point of contact for the resolution of customer escalations, enquiries and complaints from external and internal customers.
- Ensure all Company policies and procedures are implemented consistently and fairly.
- Conducting performance appraisals for the team.
Experience and skillset
-Should be from BPO background
-Should have experience in banking Telecollections (Voice Process)
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Role:Team Leader -(NonTechnical)
Industry TypeBPO / Call Centre / ITES
Functional Area ITES, BPO, KPO, LPO, Customer Service, Operations
Employment Type Full Time, Permanent
Role Category:Voice
Education
UG :Any Graduate in Any Specialization, Graduation Not Required
PG :Post Graduation Not Required, Any Postgraduate in Any Specialization
Key Skills
Telecollections,Team leader, Team management , Operations
Required Experience, Skills and Qualifications
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Job Type: Full-time
Salary: ₹20,000.00 to ₹25,000.00 /month