Hiring Team Leader_ Travel Project _ Mumbai
- Tech Mahindra
- 3 - 8 years
- Mumbai
- 4 years ago
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Job Description
Job Description
1. Responsible for handling a team of 12- 15 inbound voice member experience executives
2. a) Inbound - Ensure Average Handling time for the team is maintained below the threshold
b) Outbound - Should have worked on dialer and excellent knowledge of data churn through Progressive, Preview, Predictive, Manual dialing and accurate reporting of numbers
3. Take escalation calls
4. Provide coaching to his/her team members on different KPIs
5. Should closely work with bottom performers to bring them up the curve
6. Identify possible attrition and report it to seniors
7. Should be proactive to report any Red flag, Possible Complaint, Technical errors
8. Schedule adherence of self and team members
9. Daily review pending tickets/service requests of the team and get them resolved within TAT
10. Should conduct daily team briefing and keep the team updated on the performance metrics, whats is working and concerns.
11. Should take complete responsibility and ownership of performance delivery of the team
12. Should escalate with strong follow up for cases in case of delay from MRHIL team
Profile requirement
1. Must be a Graduate
2. Should have worked in contact center for 3 years experience
3. Should have handled a team of minimum 14 people for at least 1 year
4. Need to have excellent people management experience
5. In-depth knowledge of performance metrics and must know AHT management, attrition & Shrinkage management
6. Should have analytical ability and proficient in MS Excel
7. Must have excellent verbal, written and interpersonal skills
8. Should have ability to multitask and successfully operate in fast paced environment
9. Should be able to work in rotational shifts including night shift if required
Location - Chandivali, Mumbai
24*7 Shift
Relevant experience candidates share resume at RR*******2@Te*********a.com
Job Classification
Industry: BPO / Call CentreFunctional Area: Customer Success, Service & Operations, Role Category: OperationsRole: OperationsEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateDoctorate: Any DoctorateContact Details:
Company: Tech Mahindra LtdAddress: Chandivali, Mumbai, Maharashtra, IndiaLocation(s): Mumbai
Keyskills: Outbound Team Handling Travel inbound Bpo Voice People Handling Customer Service Sales Initiatives Manual Shrinkage Attrition
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