Team Leader - Customer service inbound voice @ Miracle Consultancy

Job Description

Job description Location: Mumbai Andheri east To assist and manage team and their performance Key Responsibility Areas: Understand the scope and coverage of Services Monitor performance & efficiency of team members, ensuring compliance with pre-set quality parameters so that the business can achieve the key metrics. Client Management People Management Handling Complaints & Escalation Preparing dashboard, reports as needed Managing Shrinkage and attrition. Analyzing individual performance of each team member and provide motivation to them to perform better Knowledge, skills, and abilities: Outstanding customer service skills & Basic knowledge of telephony Experience in Client management and managing day to day client requirement. Must have handled team size of minimum of 30 team member. Experience in managing voice + Chat or Email processes. Excellent verbal and written communication skills Exceptional organizational and time management skills . Proficient in basic Microsoft applications Ability to work closely with other team members and departments Education: Graduate in any discipline Experience: 3 to 6 years experience in Team handling Job Type: Full-time Salary: 8,194.16 - 44,824.03 per month Application Question(s): Whom you are reporting to (designation) Handling a Team of (team size) In what process you have Experience of Voice/ Email/ Chat process In what process do you have Experience of Voice Inbound Experience in KPI/ KRA (Inbound matrix/ SLA/ Attrition/ Process improvement/ Control over absenteeism/ client servicing/ Quality) How soon you can join us What is your current CTC And what is your expectation Experience: Team Handling: 3 years (Preferred) BPO/Customer Service: 3 years (Preferred) Work Location: In person

Employement Category:

Employement Type: Full time
Industry: Insurance
Role Category: Equity Research
Functional Area: Not Applicable
Role/Responsibilies: Team Leader - Customer service inbound voice

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Keyskills:   Client management Outstanding customer service skills Basic knowledge of telephony Managing day to day client requirement Managing voice Chat Email processes Verbal written communication skills Organizational time management skills Proficient in basic Microsoft applications Ability to work closely with other team members departments