8.0 - 13.0 years

8 - 13 Lacs

Bengaluru, Karnataka, India

On-site

Should be able to speak & understand English & Hindi comfortably Should conduct daily pre-shift meetings Should be able to maintain shrinkage & Attrition Daily APR sharing with team & expectation settings accordingly. Should Review agents daily/weekly/MTD Hourly/real time tracking & effective feedback sharing with team If agent is not improving after several feedbacks then Sr TL should follow the HR policies for further consequences Should have the knowledge of excel workings Should be able to help advisor if any of process related issue occurs to them Timely report sharing if any Should be able to address the group of people Should be able to find the Area of improvement of agents, prepare action plan & then further adherence to ensure the concern is fixed Considering 24*7 Process, Week off & shifts will be rotational (Basis process requirement). Also all public and national holidays will be working If requires, should take KRA calls/login (Self login). Also Daily call listening should be done to check the Area of improvements in team Should meet the given KPI target of Team Shift Adherence%, Attrition%, CSAT & agents bucketization%

Posted 2 months ago

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Team Leader 1point1

8.0 - 13.0 years

8 - 13 Lacs

Mumbai, Maharashtra, India

On-site

Key Responsibilities Communicate comfortably in both English and Hindi Conduct daily pre-shift meetings and align team on expectations Maintain shrinkage and attrition control within acceptable limits Share daily APR with team and set clear expectations Track agent performance in real-time and provide effective feedback Escalate non-improvement cases by following HR policies Assist advisors with process-related issues as needed Share timely reports with relevant stakeholders Address groups effectively and confidently Identify agents areas of improvement, create action plans, and ensure follow-up Work in a 24x7 process with rotational week-offs and no fixed public holidays Take KRA calls or log in if required Conduct daily call listening to assess improvement areas Ensure team meets KPI targets such as Shift Adherence%, Attrition%, CSAT, and agent bucketization

Posted 2 months ago

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