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Process Team Leader

Process Team Leader

TELUS International

3 - 7 years

3 - 7 Lacs

Noida Gurugram

Posted:2 weeks ago| Platform:

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Skills Required

Team Lead Voice Process Tech Support Operations Team Lead Voice Support International Voice Process

Work Mode

Work from Office

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

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TELUS International

www.telusinternational.com

Telecommunications / Customer Experience

Edmonton

50,000+ Employees

94 Jobs

Key People

Jeff Puritt

CEO
Derek D. Dyer

CFO
Kirsten B. Robb

Chief Marketing Officer

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Process Team Leader

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