Work Experience :

- Minimum of 2 years (Team lead) above 3 Years (Sr Team lead) in leading a team with relevant experience in Voice process, Sales, retention, Backoffice Preferably from Telecom process will be an added advantage

- Experience - relevant experience in Telecom/Call Center Service/prior experience of direct Customer Care interactions in an preferable international (English)call center, Hindi and Malayalam

Mandatory Skill Sets

- Skilled in MS-Office, PowerPoint

- Understands LAN, WAN, OS concepts. Familiar with N/W Topologies, IP Addresses & subnets

Job Duties/ Responsibilities :

- Should express excellent leadership qualities and lead the team.

- Key role is to spend time with agents, monitoring and coaching, being visible and available to assist with any escalated support enquiries, ensuring that agents are available to take calls, are fully proficient, focusing on delivering customer value and overachieving on targets.

- A Team Leaders key targets are customer satisfaction levels for his/her team, as well as efficiency metrics, achieved through effective monitoring and coaching.

- A Team Leader will be responsible for first contact resolution and TNPS, support of the contact center agents to improve TNPS and FCR by providing the first level escalation.

- The team leader will be responsible for the development and continuous coaching of his/her team members.

- focus will be on agent and customer support and business insight to ensure that we empower the agents in the escalation process by identifying processes and systems that will enable an agent to resolve the call without the need to escalate to back-office support.

- Team leaders will be assessed quarterly on their performance (Scorecard) and engagement index

- Excellent English verbal communication skills enabling client expectation management.

- Team Leaders to contact all the dissatisfied customers and provide a detailed analysis to improve customer experience.

- Required to provide detailed analysis for escalations, product and process changes/launches.

- Ability to be at the service of the internal client

- Team Leaders will be required to host regular team crew briefs, and the activity of these briefing sessions will be clearly defined including the use of good and bad calls, role plays, product and customer updates, performance updates, etc.

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