Talent Acquisition at WalkingTree resource Pvt Ltd
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Team Leader - Customer Service - BPO (2-5 yrs)
Team Leader
Job Description:
I. Key responsibilities :
1. Manage a team of 15-20 employees
2. Ensure Program adherence to Client & internal InfoSec/compliance guidelines
3. Handle Customer escalation .
4. Need technical experience like troubleshooting, router switch, handled calls and solved problems regarding technical issue or error.
5. Identify training needs, plan and train staff, ensure updated procedures are in place and updates are cascaded to the team timely
6. Primary point of contact for all client interactions/escalations for the team
7. Drive performance and be accountable in delivering SLA/KPI's
8. Conduct regular one on one's to identify and solve issues/challenges experienced by team members
9. Accountable for absenteeism and attrition
10. Be an active participant in all weekly/Monthly/Quarterly reviews
11. Be well versed with the product and should be able to provide solution to team members
12. Generate team / Process level reports
II. Desired Skills :
1. Knowledge of MS office
2. Technical Experience preferred
3. Keen to learn, demonstrate and impart learnings
4. Good Communication in English with excellent comprehension and interpersonal skills
5. Basic technical/ Networking Knowledge
6. Basic Knowledge of Operating Systems
7. Good people management skills
8. Should have exposure to handling technically skilled people and have exposure to handling Supervisor Escalations
9. Strong analytical and documentation skills
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