team leader operations gurgaon day shift
- Pragati Consulting
- 1 to 6 Yrs
- Delhi, NCR
- 4 years ago
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Job Description
Hello Folks,
Greetings of the day !!!
Please find the details of the Profile for which your resume has been shortlisted.
The best and the brightest always have choices in Team Leader Profiles. Apply now to start working as a Team Leader in One of the biggest Organization in customer services industry. You will be responsible for supervising, managing and motivating team members on a daily basis. Ultimately, you should lead by setting a good example and engage the team to achieve goals.
WE REQUIRE A CANDIDATE WHO IS SPECIFICALLY EXPERIENCED IN ANYBPOIN ANYSALESPROCESS AS A TEAM LEADER.
JOB LOCATION WILL BE GURGAON.
JOB DESCRIPTION :
- Manage and enhance performance of a team of customer service agents
- Develop program specific and related training curriculum and modules for Product and Soft Skills and deliver training to new hires or existing staff to address their training needs identified
- Responsible for data analysis related to weekly/monthly client calls
- Prepare job aid documents whenever needed and ensure timely updation of SOPs
- Provide weekly feedback on progress of the new hires to the Quality and Training and Ops Manager
- Work closely with the supervisors and the quality team to determine the training needs
- Create tests and procedures to measure success of the trainings imparted
- Understand operational [Ops and Quality] KPIs and align the training deliver accordingly
- Monitor and coach new agents during OJT (On Job Training) along with the tenure agents of the program
- Conduct Deep Dive Analysis of customer metric performance and develop/execute a plan to improve individual and process level performance
- Provide verbal/written feedback to agents and track their performance during the training period
- During off training periods, achieve the minimum productivity target on a weekly basis to stay in touch with the product
- Assist the agents by taking over escalated chat interactions wherever necessary
- Coordinate and build strong relationships amongst the team members, manage teams and become a successful interface between the program and internal/external customers and/or company
- Participate in all the frontline activities to maintain/enhance product knowledge
CAPABILITIES :
- Minimum 2 year experience as a Team Leader.
- Knowledge of customer services .
- Excellent English verbal and written communication skills.
- Working Knowledge of team level call center reporting tools and techniques such as SLA reports, Variance Analysis etc.
AGE LIMIT FOR THIS POSITION IS UPTO 35 YEARS.
SALARY SLAB :
Salary Slab - 7 LPA
INTERESTED CANDIDATES CAN CONTACT @ 9818452***
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Operations Management / Process AnalysisFunctional Area: Not ApplicableRole/Responsibilies: team leader operations gurgaon day shiftContact Details:
Company: Pragati ConsultingLocation(s): Delhi, NCR
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