Greetings from Tikona !!
We are hiring for the position of Team Leader for an Inbound process.
Location - Mumbai
Please find below the details of job :
Job Description :
Facilitate day to day Operations
Handle 2nd level escalated calls/emails.
Take inbound calls for specified period in a month
Checking on call/email distribution and/or other operational road blocks and helping ease them for his/her team
Keep a close track on NPS and critical call parameters like AHT and quality scores & continuously review/coach champions on the same
Maintain accurate and updated knowledge of Companys procedures and systems
Provide expert assistance to champions on product and escalations and assist champions with customer complaints, wherever necessary Brief staff daily on changes and issues that affect customers or the team and ensure that staff has access to this information Encourage and implement best practice across the team
Managing Team Performance
Effective monitoring of champions and providing instantaneous feedback on productivity issues wherever required
Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc
Track and monitor break adherence and roster
Assist/support team members with personal development planning.
Preferred skill :
Team handling experience
Team Coach/ Senior Executive with team handling experience can also apply
No shifts** - General window
Education Qualification - Any Graduate
Interested Candidates, kindly send across your updated CV to firstname.lastname@example.org.
Please ignore if found irrelevant!!
You can refer your friends too!!
Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Voice
Role: Team Leader -(NonTechnical)