Description
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

- Strong 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

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Qualification Graduate (Science/Business) ·
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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

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Behavioural Attributes

- Excellent people manager
- Strong customer focus
- Good analytical skills
- Strong communication and interpersonal skills
- Inclination towards innovation

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📌 Team Lead - Priority Support Center (Pune)
🏢 Tata Teleservices
📍 Pune