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Operations Team Lead

3 - 8 years

3 - 7 Lacs

Posted:1 day ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

  • About the role

  • The Operations Team Leader - Bilingual is responsible for directing, monitoring, and developing the team of Operations CSRs under his/her charge, providing the necessary tools for your team to perform its tasks in order to ensure ongoing compliance metrics assigned to the account.

  • Required Profile:

  • Must be on Team Leader role for more than 2 years with International BPO

  • Open to work in rotational shifts and week offs

  • Customer Support experience preferable

  • Knowledge of NPS desired

  • English Proficiency - B2 or above

  • Responsibilities:

  • Monitoring a Real time queues

  • KPI management

  • Coaching, mentoring and upskilling the team members

  • Ensure healthy Service Levels;

  • Continuous monitoring and evaluation of the performance of the assigned team;

  • Constantly monitoring the metrics/deliverables assigned to the team;

  • Monitoring the quality standards required by the account using motivational techniques to stimulate the team;

  • Implementation of governance mechanisms via quartile management and performance management.

  • Taking Supervisory calls if needed

The scope of support is voice and non voice both.

  • Skills:

  • Strong leadership skills

  • Develop team's talent

  • Teamwork oriented

  • High sense of urgency

  • Excellent social skills

  • Stakeholder Management

  • Able to deliver results working under pressure

  • Strong Multitasking skills

  • Knowledge:

  • Advanced Excel/Google sheets - Desired

  • Functions: SUMIF Joint, average, Count, conditioning formulas (IF, AND, OR)

  • Preparation and presentation of advanced graphics

  • PivotTables

  • Search the data value by: VLOOKUP.

  • Advanced Filters

  • Oral and written comprehension

  • Basic Knowledge of Operational Procedures

  • Customer Service - Advanced

  • Quality Processes - Advanced

  • Motivation Theory - Advanced

  • Studies & Experience:

  • Graduate in any field

Regards

Trapti Singh

9911397154

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TELUS International
TELUS International

Telecommunications / Customer Experience

Edmonton

50,000+ Employees

99 Jobs

    Key People

  • Jeff Puritt

    CEO
  • Derek D. Dyer

    CFO

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