Team Leader

Fusion CX

3 - 7 years

0 - 4 Lacs

howrah west bengal india

Posted:8 hours ago| Platform: Foundit logo

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Skills Required

team management operational excellence implementation compliancepolicy operations management

Work Mode

On-site

Job Type

Full Time

Job Description

Team Management
: Leading and supporting a team of 20 members, motivating them to achieve targets.
Shift and Attendance Management
: Willing to work 24/7 shifts with rotational week offs. Prepare schedules and ensure the advisors attendance is marked daily.
Compliance and Monitoring
: Ensuring agents adhere to log-in, logout, and break schedules. Monitoring calls and providing coaching and feedback to ensure excellent customer service and experience are delivered on every call.
Problem Solving
: Working closely with team members to resolve customer issues as a Team Leader in Howrah. Acting as a point of contact for resolving escalations, inquiries, and complaints from both external and internal customers.
Operational Management
: Managing day-to-day operations to meet required service levels, quality, and productivity. Maintaining SLA targets monthly to achieve desired KPIs, including managing absenteeism and attrition within the team.
Policy Implementation
: Ensuring all company policies and procedures are implemented consistently and fairly.

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