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24 7 ai
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Associate Team Lead - Tech Support - BPO

Associate Team Lead - Tech Support - BPO

24 7 ai

4 - 9 years

6 Lacs

Hyderabad

Posted:1 month ago| Platform:

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Skills Required

Customer Support Chat Process Attrition Control Technical Support Shrinkage Control

Work Mode

Work from Office

Job Type

Full Time

Job Description

Associate Team Leader Operations (Chat or Voice) Job Description : To lead a team of frontline agents on the Operations floor, maintain desirable performance and engagement levels and focus on constant improvement. Manage agents from Hiring, Training, Nesting and Production basis the need Required Job Experience: Experience in handling teams of 12 – 15 agents in Operations Experience in managing teams in a Chat environment is preferred Excellent English speaking/writing ability Certifications : Any relevant certifications would add value Competency Requirements: [Technical & Behavioral] Excellent spoken skills and effectively communicates with the management and the client if required. Ability to understand team dynamics. Knowledge on Internet, working on Intranet Applications and MS-Office (preferably Excel) Analytics of data and PowerPoint Presentations Excellent feedback skills. Help the agents minimize defects and provide effective resolution on calls Depicting excellent probing, problem solving and sales techniques and set example for others Able to coach the agent with various techniques and help achieve program metrics, should be a good advisor to our agents and have good knowledge of the product. Flexible to take additional responsibilities as per Program/Process requirements. Handle New Hire Classes, Nesting and Production – Attendance Tracking, Coachings, CIRs and EOD Reports

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24 7 ai

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San Jose California

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Associate Team Lead - Tech Support - BPO