Team Leader (BPO)

Role and Key Responsibilities:

• Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Regularly impart effective coaching to direct reports, enabling consistent high performance delivery• Identify performance related issues, develop an action plan for improvement and implement corrective action• 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• Promote CNX values- walk the talk and lead by example

Key skills & knowledge:

• Willingness to work in a flexible schedule

Educational Qualification : Graduation

Location: Pune, Mumbai, Bangalore and Kolkata

Preferred candidate profile