Team Lead - Operations

Job Description

Looking for candidates to manage, supervise and motivate the front line team members who help the Customers with Technical or Non-technical queries over the phone. Location: Dwarka Working Days: 6 days a week (rotational off) Work timings : Rotational 9 Hour shift between 9:00 AM to 11:00 PM Package: Upto 3.84LPA What are we looking for? Excellent Communication (English Hindi) Excellent domain knowledge Customer focus and problem-solving ability Leadership skills, decision making and time-management. Good Computer Knowledge especially MS Excel MS Word Minimum 3-4 years of experience. At least 1 year of experience as a Team Lead Responsibilities Dayto-day Performance management, planning, adherence to schedule and help team members to meet the required service level components, standards and targets. Responsible for driving the KPIs of the respective queues. Manage Shrinkage Attrition Responsible for providing training to new agents and refresher training to enhance the performance of old agents. Drive team's performance by coaching and sharing daily feedback. Transaction audits to ensure compliance with quality standards. Create daily agent performance reports. Responsible for creating Call Scripts/email Chat templates and FAQs to enhance knowledge base. interested candidates can share their CV at Or WhatsApp/ Call on 9560989827 This job is provided by Shine.com Show more Show less