Job Description :
Role: Team Leader (TL)
Analyze various reports to enhance productivity and conversions
Motivate and implementation of the company R & R programs.
Improve quality of service and increase client delight.
Achieve KPI and productivity targets for the team.
Monitor and maintain quality of interaction with customers.
Prepare and submit periodic Team performance reports.
Prepare and maintain appropriate TL documentation @ regular interval as per ISO standards.
Call handling to develop first hand sensing of customer pulse and manage irate customers.
Audit Calls and identify the training requirements of each Team Member.
Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required.
identifying the training requirements of each Team Member and providing the same in the appraisal sheets.
To ensure that at no point in time the team lacks supervision.
Real time monitoring of CMS for the team to answer maximum numbers of calls.
Handling team & shop floor escalations calls and providing end to end resolutions.
Attending call calibrations with quality and training team.
preparing monthly TL review to gauge individual and teams performance.
Client interaction as and when required; incorporate feedback into the system.
Give timely & real time feedback with a view towards improving Operational and individual efficiency.
administratively manage a team of Customer Service Executives along with their performance.
Hiring SPECIFICATION:
Education: Graduate
Experience:
Minimum 3 years of experience in Call Center or direct selling/telemarketing in service industry.
Experience in coaching and developing skills of people.
2.00-10.00 Years
Bachelor of Dental Surgery (B.D.S), Masters of Architecture (M.Arch), Master of Philosophy (M.Phil), Bachelor of Business Administration (B.B.A), Bachelor of Science (B.Sc), Masters in Technology (M.Tech/M.E/M.Sc), Bachelor of Education (B.Ed), Master in Computer Application (M.C.A), Bachelor of Commerce (B.Com), Masters in Arts (M.A), Master of Pharmacy (M.Pharm), Bachelor of Architecture (B.Arch), Bachelor of Homeopathic Medicine and Surgery (BHMS), Master of Education (M.Ed), Bachelor Of Technology (B.Tech/B.E), Master OF Business Administration (M.B.A), Master of Social Work (M.S.W), Bachelor Of Computer Application (B.C.A), Bachelor of Social Work (B.S.W), Master of Law (M.L/L.L.M), Bachelor in Hotel Management (B.H.M), Bachelor of Arts (B.A), Master of Commerce (M.Com), PGDM


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