HR at HGS - Interactive
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Hinduja Global Solutions - Team Leader - Customer Service (3-8 yrs)
- Be in charge of running and managing the center daily
- Set targets for the team
- Schedule and organize shift patterns for team members to ensure that customers are never left unattended
- Understand all organization's products, services, procedures and guidelines and communicate same to all team members
- Prepare forecasts and plan the operations accordingly
- Monitor all queries/interactions to ensure that due procedures and quality standards are strictly adhered to
- Facilitate and organize training session for all agents and participate in recruitment of new agents
Conduct regular review of all the agents performance and organize training sessions for under performers
- Submit regular reports to management and seek new ideas and strategies to improve performance at the center
- Keep up with trends and happenings in the industry and ensuring adherence to industry standards
- Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges
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