HR Consultant at Avenues Consulting
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Team Leader - Customer Service - BPO (5-8 yrs)
Team Leader with an MNC
We have an exciting opportunity with an MNC Firm
Position: Team Leader
Experience: Min 5 years
Location: Vikhroli, Mumbai
Roles & Responsibilities:-
- Achievement of service standards and client-specific requirements regarding quality assurance, daily reporting, and end of month reporting.
- Create a team culture where staff are customer-focused and understand customer needs.
- Ensure the team provide accurate and complete information, solve problems and complete transactions in a professional and timely manner to agreed standards.
- Monitor customer satisfaction results and proactively improve these by focusing on key drivers.
- Monitor and measure team and individual staff performance against agreed KPI's.
- Manage team resources by ensuring the availability and punctuality of team members.
- Ensure employee's credit time and leave accruals are within guidelines so that the Company's financial liability is limited.
- Prepare data for monthly reports for clients and internal stakeholders.
- Regularly review work practices/procedures to identify opportunities to improve quality and/or productivity.
- Implement and support changes and improvements.
- Manage escalations and seek to resolve them to the satisfaction of the customer and client.
- Monitor the work of team members to ensure that the team is compliant with legal, regulatory, policy and business requirements.
Rekha Parmar
HR Consultant
Avenues Consulting
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