Team Leader - Operations - BPO

We have urgent opening for TL in leading corporate

Location : Kanjurmarg/ Vikhroli

Shift : Fix Australian shift

Off : Fix Sat/Sun off

Qualification minimum graduate :

Minimum 2 years experience as an TL on papers

Skills required :

- Team handling experience

- Excellent communication skills

- MS Excel skills

- Exposure to International voice process

Job details :

- To manage the day- to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Front liners and Management. To offer creative solutions.

- Delivery of service level components, quality and productivity targets & indicators.

- People Management, including all HR related issues, as well as staff development.

- Operational Management: Managing the floor, adherence to schedule.

- Ownership and problem resolution.

- Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

Deepali