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 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 - Project & Initiative Skills required

Span of control:

Geographic – Pan India

No.



of reports (direct & indirect)- if any

Key Customer

End customer, authorized signatories, clients

Necessary

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 - Robust communication and interpersonal skills - Inclination towards innovation

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📌 Team Leader - Backend (Hyderabad)
🏢 Tata Teleservices
📍 Hyderabad