- Job Responsibilities:

- Mange a team of approximately 10 - 20 Callers and 4-5 TL

- Ensures 100% of CSRs meet and or exceeds their overall KPI's (sales targets, customer satisfaction and experience, quality and productivity standards)

- Provides consistent, balanced and timely performance feedback on CSR performance

- Ensures a positive work environment, continuous learning and a high quality employment experience for your team

- Provides leadership and manages to all operational standards

- Along with fellow Team Leaders, meets and exceeds all department goals

- Applies timely performance management standards and processes

- Day to day sales/service request management

- Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention and appropriate execution

- Coach, develop and engage the CSR to increase their abilities while enhancing their own careers

Experience-Skills-Qualifications:

- 3+ years of business experience in call center or like environment.

- Preferred 2+ year demonstrated leadership experience. Must have experience managing a stressful and ever changing environment.

- Communicates clearly in verbal and written formats

- Has ability to drive team results through coaching/developing/mentoring

- Good analytical skills (ability to read MIS and take real time action)

- Clearly assigns responsibility/accountability for work

- Has ability to set attainable goals

- Must display prioritization skills & exercise best in class time management skills

- Partners with cross functional units to ensure effective execution of daily business targets

- Strives to remove barriers for achievement of individual goals

- Inspires and motivates team of CSR's turning behavior from pay check to pride

- Blends people into teams when needed

- Creates strong morale and spirit in his/her team

- Initiate solutions to improve quality and productivity

- Translate business goals into individual goals

- Ensures that the plans for the day and / or potential - challenges to success- are communicated to all CSR

- Recognizes the strengths and areas of improvements for all CSR- s, and has the ability to build developmental plans as appropriate

- Sets clear objectives and measures outcome

- Constructs compelling developmental plans and executes them

- Graduate

- Good computer skills.

- Knowledge of CRM, dialer/RTQM.

Education : PG - Any Specialization. Full Time MBA only.

Those candidate who have appeared for an Interview with us in last 6 months need not apply again.

Shantanu Bhalekar
Human Resource - Manager
Ext : 022 3380 7148
ICICI Lombard GIC Ltd

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