Team Leader - Customer Service - BPO

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