Experience - 3-7 yrs
Position - Team Leader
Location - Gurgaon Udyog Vihar
* Providing quality and efficient customer service to customers through daily
management of a team (Outbound Sales Agents) to include hiring, motivating, recognizing and rewarding, coaching, training and problem , Only outbound sales people require
solving Managing Leads targets of Sales Agents.
* Assist Team Members with development, process improvement, analysis and
implementation of efficiency or quality initiatives
* Monitor resource utilization & performance
* Provide statistical and performance feedback and coaching on a regular basis to each
team member. Write and administer performance reviews for skill improvement.
* Achieve stretched targets and be able to take decisions and manage complex/ difficult conflict situations with either customers or employees.
* Supervising the performance and providing daily direction to a team of Team
* Coaches and CSRs to deliver to Organization goals of Service standards and
* Managing Key metrics like Attrition, Shrinkage, Roster making etc.
* Daily call barging of the Agents. Live barging and recorded call barging.
* Sharing performance review with the Agent on daily basis.
* Taking session on daily basis with the BQ performer of the day.
* Sharing feedback with the agents to improve productivity.
* Arranging good call listing session to improve process gap.
* Taking hurdle's on daily basis to boost team confidence and sharing the update related to process.
* Taking one on one to check the process gap and resolving any issue to the Agent.
* Hourly Generation of report and sending it to the senior management.
* Performance Review to the senior management on the daily basis
Salary: INR 3,00,000 - 5,00,000 PA.
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Voice
Role: Team Leader -(NonTechnical)
Employment Type: Full Time, Permanent