Team leader operation at BPO

Dear All,

we do have the oepning for the Team leader position at BPO.

1. Handling of escalation calls & able to provide corrective feedback to the agent. Reducing escalations and queries on floor.

2. Understanding & Publishing of Accurate Ops Business & Quality MIS, Reports.

3. MIS on any additional activities done to be published by the end of month.

4. Ability to provide structured feedback from CSE's on any support that they may need to service the customers better.

5. Action Plan to be shared on misses and best practices to be shared on hits monthly

6. Should be able to share inputs in Revenue generation through new leads / cross sell / renewal collections/ Retention.

7. Be able to analyze and take appropriate decisions on escalations. Ability & understanding of practices to look at escalation reductions.

1. MIS on any additional activities done to be published by the end of month.

2. Manage Shift Operations &Rostering of Staff

3. Mentoring & Coaching Of the Team. Team Huddles & previous days performance to be discussed. Conduct regular team meetings and one on one sessions with the teams

4. Should be able to manage the team aggressively while sticking to the job specifications

5. Monitoring the IVR daily. Incase of a downtime coordination with Telecom Partner & In house IT for Closure. Incase of internal issue to share RCA with Client

6. Checks to ensure smooth function of the IVR & TFN

7. Responsible for maintaining shrinkage and absenteeism of team on the floor

8. Driving the Rewards & Recognition programme for the team & responsible for appreciations.
1. Team Leader to showcase & share inputs in CRM enhancement, FTR improvement, Increase of Self Service Utilization

2. Well versed with Social Media and should have an ideal understanding of the requirement like Web Chat .

Thanks

Chetana

776088262+