Team leader in International BPO

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Regularly impart effective coaching to team members, enabling consistent high performance delivery
• Identify performance related issues, develop an action plan for improvement and implement corrective actions
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote CNX values- walk the talk and lead by example

Desired Skills :
• Minimum 1 year experience in Air Travel domain with GDS booking experience.
• Able to add value to the program by identifying improvement areas
• Effective oral and written communication skills
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently

Educational Qualification : Graduation

Job Type: Full-time

Salary: ₹40,000.00 - ₹45,000.00 per month

Benefits:
• Health insurance
• Provident Fund

Schedule:
• Night shift
• Rotational shift

Supplemental pay types:
• Performance bonus

Ability to commute/relocate:
• Kolkata, West Bengal: Reliably commute or planning to relocate before starting work (Required)

Experience:
• total work: 5 years (Preferred)

Speak with the employer
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