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 robust 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 strong 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

Span of control:
Geographic – Pan India

No. of reports (direct & indirect)- if any

Key Customer
End customer, authorized signatories, clients
Internal teams

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

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- Minimum 3-4 years of experience in the BPO segment with 2 years in a Team Leader position. Handling high end customer service call center and complaint

📌 Team Lead (Hyderabad)
🏢 Tata Teleservices
📍 Hyderabad