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Shift Lead/team Leader-Technical voice support/Technical support

Shift Lead/team Leader-Technical voice support/Technical support

1Point1

1 - 5 years

0 Lacs

maharashtra

Posted:3 days ago| Platform: Shine logo

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Skills Required

reporting calibration tna tni ojt communication time management leadership team building management mentoring strategic thinking team handling hindi english marathi basic process metrics management agent level feedback bqm refreshers nht mock calls proficient computer skills microsoft office suite instructional software good interpersonal skills organizational skills verbal written communication problemsolving process product awareness industry domain knowledge customers centricity

Work Mode

On-site

Job Type

Full Time

Job Description

As a candidate for this position, you will be responsible for the following: - Basic process metrics management including Throughput, FAP, C-SAT scores, Call quality scores, and Product test scores as defined for your level - Providing agent level feedback for quality and product improvement - Reporting basic escalations to your supervisor - Prior experience in managing BQM, refreshers, calibration, NHT, TNA, TNI, OJT, and mock calls - Proficiency in computer skills, particularly in Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software - Demonstrating good interpersonal skills and effective communication with all levels of management - Being organized and capable of creating multiple timelines, budgets, and schedules - Ability to multitask, prioritize, and efficiently manage time - Possessing excellent leadership, team building, and management skills - Encouraging and mentoring team members, and leading by example - Demonstrating excellent verbal and written communication skills - Proficiency in problem analysis and strategizing for effective solutions - Having awareness of processes and products, along with industry and domain knowledge - Demonstrating team handling and strong interpersonal skills - Customer-centric approach Eligibility Criteria: - Proficiency in Hindi, English, and Marathi languages - Minimum 1 year of experience as a trainer for outbound processes such as customer service, sales, and collections Location: Mumbai,

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Shift Lead/team Leader-Technical voice support/Technical support