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Team Leader- Call Center @ Cogent E Services

Home > Customer Care Executive (Call Centre)

 Team Leader- Call Center

Job Description

Managing a team of 20 to 25 FTE's
Client/Customer/People Management
Drive Performance in the team to meet targets
Manage the daily team activities and ensure the daily operations run smoothly
Drive Team adherence and manage monthly scheduling
Handling Escalations
Manage key business metrics like SLA's and CSAT
Run reports & conduct a thorough analysis of SLA misses
Drive Continuous Improvement in the team along with metrics improvement
Generate dashboard and scorecards for the Team for review
Performance management and appraisals for the entire Team
Weekly Reviews to the Management on key deliverables
One-One with the team and scheduled Monthly Team meetings
Feedback and Coaching
Knowledge management for the team and quality control
Apply performance management strategies - action plans, BQ planning
Responsible for people/employee career development

Employement Category:

Employement Type: Full time
Industry: BPO / Call Center
Role Category: Customer Care Executive (Call Centre)
Functional Area: Not Applicable
Role/Responsibilies: Team Leader- Call Center

Contact Details:

Company: Cogent E Services
Location(s): Meerut

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₹ 1.5 - 3.0 Lakh/Yr

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Cogent E Services

Cogent E Services Pvt LtdFounded in June 2004, the Cogent family had its humble beginning from a rented space at Ghaziabad. Driven by the vision to be the most trusted and admired outsourced services provider in India, the tradition of continuously striving to think inventively and do original wor...