Team Lead/ Process Trainer
- Business Process
- 3 - 8 years
- Bhubaneswar
- 16 hours ago
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Job Description
BULK OPENINGS FOR THE DOMESTIC ECOMMERCE PROCESS
BANGALORE/LUCKNOW/BHUBANESHWAR
Designation: Team Lead/Process Trainer
Work Mode: Work from office
Process: Ecommerce Inbound voice
Location: Hazratganj, Lucknow/Shivajinagar, Bangalore/Kudlu gate, Bangalore/ Bhubaneshwar
KRAs and KPIs:
- Manage and lead a team of FTEs.
- Drive revenue targets and ensure consistent team performance
- Monitor KPIs such as conversion rate, revenue, productivity, login hours, talk time and closures
- Conduct daily huddles and performance reviews
- Ensure strict adherence to CRM discipline and calling efficiency
- Improve pitch effectiveness and sales strategy execution
- Handle escalations and assist team in critical closures
- Implement performance improvement plans for low performers
- Coordinate with Quality and Training teams for continuous improvement
- Maintain team stability and control attrition
- Share daily and weekly performance reports with management
- Training Throughput: % of trainees who successfully complete the program.
- Batch TAT: Adherence to the scheduled training timeline.
- Certification Pass Rate: % of trainees passing the final assessment on the first attempt.
- Average PKT Score: The mean score of the batch in Process Knowledge Tests.
- Training Satisfaction (CSAT): Feedback scores provided by trainees post-session.
- Early Life Attrition: % of trainees who leave within 3090 days of joining.
- SOP Compliance: Accuracy and frequency of updates to training manuals and process documents.
Desired Profile:
Any graduates and above(Undergraduates are not eligible)
Should be comfortable speaking in English plus Hindi both
Should have overall 3 year experience in the BPO industry and one year of documemnted experience of the Team Lead role/Process Trainer (SME /AUX trainer experience will not be considered)
Immediate Joiners or max 15 days of notice period will be considered.
Must have knowledge of BPO hygiene
Ready to relocate to Lucknow, Bangalore, Bhubaneshwar
Remuneration and other benefits:
Team lead
Lucknow: Up to 4.5 LPA max
Bhubaneshwar: Up to 4.2 LPA max
Bangalore, Shivaji Nagar: Up to 5.2 LPA CTC max
Process Trainer:
Lucknow: Up to 4.2 LPA max
Bangalore, Kudlu Gate: Up to 5 LPA max
Note:decent hike would be given on the last drawn salary or the max budget as mentioned above
Quarterly bonus
PF and medical benefits
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Note: We have openings for the role of Assistant manager, Female Manager- ops, Process Trainer, AM Quality, Quality /Training Manager, AM Training, Female Training Manager
Interested candidates can share their updated CV on WhatsApp at 9696714*** (Homa)
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Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: Business ProcessLocation(s): Bhubaneswar
Keyskills: BPO Ecommerce Process Team Lead Process trainer SLA Management Productivity Coaching Rostering TNA Throughput Shrinkage Attrition AHT Domestic Inbound voice Process TNI BQ Agent Call Monitoring Call Audit Feedback TTT OJT CSAT Floor Management
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