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

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 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 (Madhavaram)
🏢 Recognized
📍 Madhavaram