Founder at JobsTab Consultants
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Team Leader - CRM - BPO (3-4 yrs)
Job Description :
Role :
We are in the business of finding people happiness and consequently somebody who is jovial, mature, result -oriented and cares deeply for our customers will be able to succeed in this role. The team lead is responsible for Supervising,motivating and monitoring team performance.
Responsibilities
- For Team Leader the candidate will need to:
- Mentor and develop the team & Responsible for Teams performance on operational Metrics.
- Effectively manage shift operations.
- Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, Maintaining SLA,
Attrition management Etc.).
- Handling Escalation calls of Customers & ensure closure of complaints.
- Strong Rapport building skills with Team & stakeholders, manage attrition in the team.
- Evolve more effective work process for improving customer interactions.
- Constantly monitor & review performance metrics for achievement of objective.
- To effectively manage Contact Centre operations for constant performance achievements.
- Identify relevant training needs of agents & ensure effective implementation.
- Interface with IT/HR/ Training/Quality in order to improve the team's Performance
- Create an inspiring team environment with an open communication culture
- Recognize high performance and reward accomplishments & Encourage creativity and risk-taking
- Suggest and organize team building activities
Requirements:
- Min Qualification - Graduation.
- 3+ years- experience developing the above skills
- Proven work experience as a team leader or supervisor
- In-depth knowledge of performance metrics
- Good PC skills, especially MS Excel
- Excellent communication, leadership skills, Organizational and time-management skills
- Decision-making skills
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