Urgent opening for Team Leader (Vashi)
- Pes Hr Services
- 2 to 7 Yrs
- Mumbai
- 4 years ago
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Job Description
Position:Team leader (Inbound Voice Process)
Location :Vashi, Navi Mumbai
Education:Any Graduate /Post Graduate/MBA
Job description
Mange a team of approximately 20 FTE
Total experience 5+
Minimum 1-3 years of experience as a Team Leader in a domestic/international BPO. (insurance industry experience will be added advantage)
Strong interpersonal, problem solving, negotiating and verbal & written communication skills
Strong computer knowledge and technical skills (including ease with multiple processes, applications, Excel, Word).
Job Role :
1. Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.
2. Achieve stretched targets and be able to take decisions and manage complex/ difficult conflict situations with either customers or employees
3. Assisting Team Manager with process improvement initiatives by coordinating with either other teams in the Company or within Customer Support for system efficiency enhancement projects, implementation on the floor of engagement programs, reward and recognition programs and staffing , training and scheduling issues
Effectively manage customer escalations
4. Ensure complete participation and contribution in organisation/process level initiatives (e.g. FTR Enhancement, Absenteeism & Attrition control) that may be implemented from time to time to improve quality and efficiency
Be available for employees that experience work and / or personal problems providing appropriate coaching, counselling, direction and resolution
5. Conduct the meeting with clients and key stakeholders to gather requirements, analyse, finalise and have formal sign-offs from approves. Gather and Conduct analysis of the business requirements. Review the current business processes defined and ensure adherence and involvement of all relevant/impacted stakeholders.
6.Supervising the performance and providing daily direction to a team of Team Coaches and CSRs to deliver to Organisation goals of Service standards and Productivity standards
7. Work closely with the operational functional teams, operations management and personnel, legal and various technology teams to facilitate a common understanding of requirements and priorities across all areas.
8. Liaise with technology team for timely delivery of requirements shared and coordinate business user community for the execution of user acceptance test as well as tracking issues.
9. Hands on experience on Microsoft office tools and using macros in Excel.
10. IT Savvy and good exposure in analytic.
11. Good communication and 'people skills'.
- People with Good Voice Call Center Metrix Knowledge only should Apply.
Its 5 Days Working 2 days Rotational weekly off.
On Direct Pay-Role of the Company
Perks and Benefits
Up to 27% Annual performance Bonus
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Customer Service (Domestic)
Functional Area: Not Applicable
Role/Responsibilies: Urgent opening for Team Leader (Vashi)
Contact Details:
Company: PES HR ServicesLocation(s): Mumbai
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Pes Hr Services
Company is one of the leading names involved when it comes to offering solutions pertaining to the web in order to cater with the demands of the corporate world. With a team of dedicated individuals and the trust that our customers have in us, we have reached the great heights. With a well-establish...
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