Job responsibility
* Responsible for handling teams in an operations of an integrated
(calls/emails/complaints) contact center for Voice & Data products (including
all KRAs and KPIs defined for this process) for Priority customers
* Handling of escalations on Voice & Data products
* Handling team KPIs/KRAs
* Keeping the team continually motivated in achieving the team goals
* Developing a strong bonding between the members in the team so that they can
share the same collective goal
* Creating an environment of collecting, sharing and implementing of customer
feedback
* Responsible for planning and execution of the day to day operational
parameters of the team
* Ensure statutory compliance and compliance to all internal & external audits
* Develop high level of customer focus within the team
* Having a robust hold on absenteeism, attrition, shrinkage and floor
monitoring
* Provide effective leadership and development amongst the agents of the
contact center, including ER & floor activities
* Responsible to Cultivate a strong, informed, multi skilled and well-trained
team




* Implement performance management and performance review processes
* Project & Initiative Skills required

S Necessary Preferred Skills
* Solid operations skills for handling absenteeism, attrition, shrinkage and
floor monitoring

* Customer centric and high focus on customer facing processes
* Excellent grip on high end data and voice products
* Excellent hands on experience in handling call center & complaint management
operations for high end customers
* Team management skills
* Experience in handling a high potential dynamic teams

· . Qualification Graduate (Science/Business) · .
. Overall Work Experience ·
* Minimum 6-12 years of experience in the BPO segment with 2 years in a Team
Leader position. Handling high end customer service call center and complaint
management teams
* Hands on experience in work force management, process reengineering, people
handling and customer interaction

. Beha

📌 Team Lead (Pune)
🏢 Tata Teleservices
📍 Pune