Team Leader Inbound
- Conneqt
- 1 - 6 Years
- Hyderabad
- 6 years ago
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Job Description
Role: Team Leader (TL)JOB RESPONSIBILITIES:
Analyze various reports to enhance productivity and conversions
Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
Achieve KPI and productivity targets of Self & Team.
Monitor and maintain quality of interaction with customers.
Prepare and submit periodic Team performance reports.
Call handling to develop first hand sensing of customer pulse and manage irate customers.
Audit Calls and identify the training requirements of each Team Member.
Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required.
Teams individual target/Unit qualitative and quantitative targets are met.
To ensure that at no point in time the team lacks supervision.
Team Leads are responsible for staff retention
Handling team & shop floor escalations calls and providing end to end resolutions.
Attending call calibrations with quality and training team.
Preparing monthly TL review to gauge individual and teams performance.
Client interaction as and when required; incorporate feedback into the system.
Give timely & real time feedback with a view towards improving Operational and individual efficiency.
Administratively manage a team of Customer Service Executives along with their performance.
Hiring SPECIFICATION:
Education: Graduate
Experience:
Minimum 2 years of experience as Team Leader in BPO or direct selling/telemarketing in service industry.
Experience in coaching and developing skills of people.
Attributes:
Good communication skills
Good interpersonal skills
Problem solving skills
Team Management and Client Management
Feedback sharing with Team
Employement Category:
Employement Type: Full timeIndustry: ITESFunctional Area: Customer ServiceRole Category: Team LeaderRole/Responsibilies: Team Leader InboundContact Details:
Company: Conneqt BusinessLocation(s): Hyderabad+ View Contact
Keyskills: TL Group Leader TeamCoach Assistant Manager Team Handling
Fraud Alert to job seekers!
₹ 110000 - 400000 IN
Conneqt
CONNEQT BUSINESS SOLUTIONS LIMITED Tata Business Support Services (TBSS) was set up in 2004 to address the huge internal customer service needs of the Tata Group companies. It endeavours to be a long term partner in addressing all aspects of the outsourcing requirement of its clients. We cater...
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