Team Lead - BPO Ops - Rogers Process

Designation : Team Lead Operations

Reporting To : AM Operations

Band / Grade : U3

Job Location : Pune

Name of the Process : Rogers Communication

Line of Business : Customer Service

Max CTC - 9LPA (including variable)

Shift- US process (6pm to 1pm )

Educational Qualification - UG Can apply / Any Graduate can apply.

Work Experience - Minimum 1 year of experience as Team Lead with overall 4 to 5 years of experience managing Chat / Voice operations.

Language & Communication

* Ability to effectively communicate his/her thoughts in a well-organized manner.

* Should have good communication skills in English

Preferred Competencies

The Client is a key player in the telecommunications and media landscape, known for its comprehensive range of services, commitment to innovation, and dedication to corporate social responsibility in North America. We are looking for dynamic team leaders that fit the below competencies and are expected:

* To motivate, develop and mentor team members in a dynamically changing environment

* Track and monitor KPIs as per Project requirement

* Assist in scheduling and coordinating team activities

* Answer operations related queries from the client and internal stakeholders

* Drive process performance to achieve and exceed SLA deliverable

* To create a conducive and stimulating environment for the teams to accomplish their goals

* Manage expectations of his team members and proactively should be able to sense their needs

* Represent the organization and participate in client visits and reviews

* Accountable of team and process performance

* Good communication and Email writing skills

* Provide inputs on process changes and best practices

* Process management

*Eligibility *

* Minimum 1 year of experience as Team Lead with overall 4 to 5 years of experience.

* Chat process experience required.

Process Details

Interview Rounds

1. RMG Screening as per the JD

2. Versant Round

3. V&A

4. Operations Round.

5. HR / Offer discussion if selected.

*Transport * • Cab Facility – as per process

Working Day

• 24*7

• 2 day off in Week.

• Need to be flexible basis project requirement.

Role - Team Lead

Band - U3

Location - Pune

RMG Remarks

• Knowledge of operational process, logical thinking, reporting and analysis

• Should be open to work 24/7

• Ability to follow instructions and client requirements within TAT and with accuracy

• Persuasive Speaking Skills- Able to understand customer’s needs and to add value to client by selling aggregated values.

• Highly energetic and self-motivated- Able to keep himself with a positive attitude despite customer’s objections.

• Shows flexibility/ownership & works under pressure situation.

• Ability to work within challenging environment with tight delivery timelines.

• Proficient in MS Office - Excel, Word and Power point