1. Hi Team,
Below mentioned is the Job Description for Team Leader (Male / female).
Job profile- Handling Inbound-Voice operations for Electronic -“Customer service & Sales”
“Customer service and also handling Handling a team of 35+ agents
Coaching, mentoring, guiding the team, Driving CSAT
Handling Customer Escalations,
Ensuring the TAT & SLAs are met.
Desired Candidate Profile
Must have min 1 year of valid experience as a Team Leader in inbound voice Inbound
Customer Service support operations for Domestic process
Should be comfortable with Rotational Shift till 10 pm
Excellent communication & team management skill
Interpersonal skills
Empathy
Problem Solving Approach
Experience in team management, coaching and developing resources in BPO environment.
Manages day to day operations of the process.
Ability to proactively identify gaps, report on quality trends, make recommendations for
improving and enhancing the existing framework / process.
Needs to work closely with client to proactively understand business needs and solutions to
anticipated issues.
Increase effectiveness of staff and tools by recognizing opportunities for development and
proactively creating new systems and structures.
Day Shift job,
Keeping a track of day-to-day performance of the team
Will be interacting with client on daily basis in order to meet up the client expectation.
Basic knowledge of MS- excel, wherein she should be capable enough to prepare reviews
for their processes