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Team Leader

Bangalore(Koramangala )
Posted on 09 Apr 19
Job DescriptionLast Date 08 Jun 19
  • (Mandatory) Should be from International BPO Background (Voice process process),worked as Team Leader at least for the period of 2 years on papers. 
  • The person will be responsible for KPI Analysis & KRA, Attrition Management, Escalation and People Management day to day operations
  • Team lead will be responsible for leading and managing his team to drive daily production, ensure best in class quality and CSAT thereby oversee day to day operations. 
  • It would need one to drive continuous improvement towards meeting and exceeding targets. Generate and present reports relating to team and business performance.
  • It would involve leading by example and be hands on to develop, coach, train, induct and formally appraise employees to set performance standards.
  • To recognize achievements and work with the employee in addressing performance issues as well as being engaged with them.
  • Provide coaching and feedback to the team specifically on process with CSAT and efficiency as key parameters.
  • Review quality feedback and drive the team towards best quality and containing escalations.
  • Monitor and manage daily workflow and staffing needs and manage department metrics and goals like SLA & ASA, email Resolution & TAT
  • Team handling experience.
Skill Sets:
  • Good communication skills, both spoken and written & good presentation skills.
  • Ability to be proactive, the zeal to deal and manage specific situations appropriately and effectively, eye for detail and to be an avid learner.
  • Fulfill all required parameters of a customer-service based role involving multitasking, flexibility and the ability to quickly adapt to changes with respect to roles, tasks and scenarios etc .
  • Good organizational and time-management skills to achieve best results in terms of work-management
Job Role

Job Type

Interview Type

Written-test, Face to Face Interview, Group Discussion

Company Description
Recruiting Staffing and fulfilling client's requirement

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