Team Leader For International Process required in Ienergizer GGN

Role & responsibilities

Responsibilities:

• Team Management & Coaching:

• Supervise, motivate, and guide a team of associates to achieve daily targets and KPIs.
• Provide regular coaching and performance feedback to improve agent skills and productivity.
• Conduct training sessions for new hires and ongoing development for existing team members.

• Performance & Quality:

• Monitor and evaluate team performance against key metrics like Customer Satisfaction (CSAT), Net Promoter Score (NPS), Service Level Agreements (SLAs), and Average Handling Time (AHT).
• Conduct quality assurance checks and audits to ensure adherence to company policies and client standards.
• Address performance issues, implement action plans for improvement, and manage corrective actions.

• Operations & escalations:

• Ensure smooth daily workflow, manage staffing needs, and handle day-to-day operational issues.
• Act as the primary point of contact for escalated customer calls and complex issues.
• Ensure compliance with all international regulations, company policies, and client contractual agreements.

• Reporting & Communication:

• Prepare and present regular performance reports to senior management.
• Communicate effectively with team members, management, and other operational departments.
• Participate in client meetings and discussions to ensure alignment on process and performance.

Qualifications:

• Proven experience as a Team Leader or in a similar supervisory role within a BPO or call center environment.
• Strong leadership, interpersonal, and communication skills, with the ability to motivate diverse teams.
• Excellent problem-solving, decision-making, and analytical skills.
• Proficiency in BPO-specific software and Microsoft Office Suite.
• Ability to work in a dynamic, fast-paced environment and adapt to changing shifts (including evenings, weekends, and 24/7 operations).
• A strong understanding of international processes and client-specific requirements.

Location Gurgaon

Salary Upto 7.20 LPA

5 days work, flexible to work in shifts

Contact Vinay HR:- 9910155221