Urgent requirement of Team Leader – Ops @Startek- Pune

Startek

JOB DESCRIPTION DetailsTitle : Team Leader OperationsDepartment : Operations Location : PuneSub-Process : Voice -OutboundReporting to : AM OpsGrade : Band 4 Employment Type : Permanent Created Date :21 Nov 2022 Position Summary As a team leader, you will be the contact point for all team member, so your communication skills should be excellent.
You should also able to act proactively to ensure smooth team operational and effective collaboration Roles and ResponsibilitiesManaging an average team size of 20 Associates who manage calls and chatsNeed to be approachable and supportive towards the team.
Should have the ability to motivate the team to achieve their targets.To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivityAttrition and shrinkage management.
Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team.Prepare schedules for the teams and ensure attendance.Compliance to login, log out & scheduled breaks of agents.Ability to evaluate calls, coach and provide feedback.Responsibility for delivery of the defined customer experience in every interaction.
Work very closely with team members to solve customer problems.Acts as a point of contact for the resolution of customer escalations, enquiries and complaints from external and internal customers.Ensuring Renewals Targets are met on a monthly basisEnsure all Company policies and procedures are implemented consistently and fairly.Conducting performance appraisals for the team.Proven work experience as a team leader or supervisor in- depth knowledge of performance metrics Good PC skills, especially MS Excel excellent communication and leadership skills Organizational and time- management skills decision – making skills.Ability to write emails to senior management team/ClientsAbility to identify process gaps and implement process improvement ideasOut of the box thinkerSelf-StarterEducation & ExperienceGraduation is must2-3 Yrs.
Experience as Team Leader – Ops6 days workingFor more details Call on : 7887861922 Walk interviews starts from 22 Nov 2022 Contact Person : Sagar BagadiRoleTeam Leader,Industry TypeBPO / Call Centre,Functional AreaCustomer Success, Service & Operations,Employment TypeFull Time, PermanentRole CategoryOperationsEducationUG :Any GraduatePG :Any PostgraduateKey Skillsteam leadingleadershipFloor ManagementLead GenerationTeam BuildingSLA ManagementAhtCustomer Satisfaction IndexSkills highlighted with ‘‘ are preferred keyskills

To apply for this job email your details to santosh19@gmail.com

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