Team Lead

Conneqt

2 - 3 years

2 - 4 Lacs

hyderabad

Posted:3 hours ago| Platform:

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Skills Required

team lead bpo inbound process inbound customer service

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities

Hindi & English Mandatory
Meets the internal and external SLAs
Manages the shrinkage and attrition for the teams
Designs and executes dialer strategies
Able to design the KPI/KRA in line with the business.
Fair idea about the revenue calculations and P&L
Maintain a working knowledge of all current Process guidelines
Identify improvement opportunities related to the team programs and processes
Confirm compliance to all guidelines
Recruit, train and lead a team of CSA & TLs
Manage the daily operations associated with the process
Develop performance metrics for each position within area of responsibility and lead staff toward exceeding stated business objectives
Utilize decision and reporting tools to minimize variability, improve quality and maximize profitability of the business.
Interact effectively with senior management, other departments and customers
The candidate will play a key role in the coaching and development of approximately 2-3 Team Leads and 30-50 CSA.

Key Deliverables

Manage and set the standards to ensure excellent customer care is delivered effectively.
Ensure consistency of service to the
Achieve KPIs and SLAs through continuous monitoring and corrective action.
Dashboards and MIS

Education

Any Graduate

Professional Experience

2-3 years of work experience.

Contact No- 9681078331

Email Id- sonia.shukla@digitide.com

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