Team Lead- International BPO- Voice Process

• Role: Team Leader, Operations

• Designation: Team leader Location: Mumbai/ Thane

• Years of Experience: 18 months of TL Experience

Role:- Team Leader, Operations

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

• Regularly impart effective coaching to team members, enabling consistent high-performance delivery

• Identify performance related issues, develop an action plan for improvement and implement corrective action plans

• Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations

• Communicate expectations to employees and provide timely updates

• Provide subject matter expertise in handling escalated customer calls as needed

• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities

• Stay current on internal work processes, policies and procedures. Attend required manager development training

Key skills and knowledge:

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

• Regularly impart effective coaching to team members, enabling consistent high-performance delivery

• Identify performance related issues, develop an action plan for improvement and implement corrective action plans

• Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations

• Communicate expectations to employees and provide timely updates

• Provide subject matter expertise in handling escalated customer calls as needed

• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities

• Stay current on internal work processes, policies and procedures. Attend required manager development training

Education:- Bachelors Degree in related field with more than seven years of experience Educational Qualification: Graduation

• Email ID: jinal@careerguideline.net

• Phone: 7758825565