Teleperformance - Team Leader - Operations

Roles and responsibilities:

CHAT AND DISPUTES EXPERIENCE INTO US PROCESS MANDATORY:

- CSAT/NPS/Performance management of top quartile and bottom quartile performers.

- Manage Day-To-Day Activities Of The Team And Ensure Compliance To Procedures And Policy Guidelines

- Encourage And Motivate Team To Meet Organizational Goals

- Develop Team Skill Sets And Manage Personal Development Goals For The Team

- Proactively Updates On New Procedure

- Responsible For Staff Retention Within The Team

- Presents Detailed Information And Responds To Questions From Managers, Clients And Customers

- Responsible For Maintaining Discipline / Absenteeism Of Team On The Floor

- Responsible For Feedback And Coaching

- Good MS Office Knowledge

- Work Closely With The Teams To Achieve Qualitative Targets Specified By The Client

- Will Be Responsible For Hourly & Daily Performance

- Will Be Responsible For Client Communication For His Process

- Need To Ensure Low Performers Are Motivated, To Get The Required Revenue From Them

- Ensure Prompt & Accurate Service & Achievement Of Target

- To Identify Training/Coaching Needs Of Team Members And Provide The Same To The Manager

- Should Have Good Knowledge Of MS Excel

- Good Communication Skills

- Team Handling Skills

Key Skills :

- Email queue Knowledge

- Good analytical skills

- Time Management

- Ability to multitask

- Ability to work well in and promote a team environment

- Knowledge of NPS

- People management skills

- Flexible to adapt new workflows

- Excellent communication and comprehension skills are required

Preferred Skills:

- Strong communication skills in English

Critical Competencies:

- Customer Service

- Good analytical skills

- Must be very good with data representation

- Must be very good with MS Excel

- Time Management

- Ability to multi-task