BPO Team leader

1. Responsible for maintaining discipline and absenteeism of team on the floor.

2. Responsible for staff retention within the team.

3. Coordination between Managers and Team Members.

4. Ensure prompt and accurate service and achievement of targets.

5. Responsible for Team Building & Implementation of Processes

6. Team handling and Mentoring.

7. Performance feedback session to be provided to agents.

8. Analyze various reports including process dashboards & team performance reports.

+ Should have working knowledge of AHT and WFM.

10. Primary focus on achieving SLA.

11. Motivating associates through effective management, career development & implementation of reporting mechanism.

12. Timely Submission of Operations Review

13. Preparing roster and manage shrinkage

14. Conduct audits & share feedback with team members

15. Monitor team performance and report on metrics

16. Good analytical skills, expertise in MS Excel

Job Type: Full-time

Salary: ₹20,000.00 - ₹30,000.00 per month

Benefits:
• Provident Fund

Schedule:
• Day shift

Supplemental pay types:
• Yearly bonus

Ability to commute/relocate:
• Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)

Experience:
• total work: 2 years (Required