Team Lead

Conneqt

1 - 2 years

3 - 4 Lacs

chennai

Posted:10 hours ago| Platform:

Apply

Skills Required

team lead bfsi team handling team leading

Work Mode

Work from Office

Job Type

Full Time

Job Description

Administratively manage a team & monitor their performance
Motivate and recognize team members through implementation of the R & R programs
Analyze various reports to enhance productivity
Improve quality of service and increase client delight
Prepare and submit periodic reports of Team performance and should identify the gaps/scope of improvement (if Targets are not met).
Rostering and Scheduling of agents as per Process requirement
Provide end-to-end resolution by taking ownership and doing follow-ups
To ensure required login hours of the team to meet the volume of work.
To ensure all the members of the team are equipped well to handle customers queries.
To meet the Team targets like AHT, Quality score, CSAT Etc.
To plan, prioritize and delegate work tasks to ensure proper functioning of team.
Improve the retention of employees
Ensure that both client and end customer gets the right kind of service in a consistent manner by periodically reviewing quality, Customer appreciations or complaints if any.
Managing to achieve process KPI & SLA
Managing to achieve CCE KPI & SLA
Audit calls and identify the training requirements.

CALL: 9681078331

Email: sonia.shukla@digitide.com

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