Customer Service Team Lead//Immediate joiners - Kolkata, India - Hiresquad Resources

Hiresquad Resources Kolkata, India

3 weeks ago

Upper Management / Consulting

Description

Leading BPO in Kolkata
Hiring For Team Leader Operations//Assistant Manager Operations
International Voice Process
CTC UPTO 7LPA
Require min 1 Year as Team Leader Experience in BPO in Voice Process
Strong in Operations Matrices like Attrition, Shrinkage, CSAT, SLA
Shifts 24*7

Call or mail CV at

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability

Description Essential Functions/Core Responsibilities

Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer calls as needed
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development training

Preferred candidate profile

Must be Working as Team Leader in International BPO
Must have Good Communication Skills
Experience in Voice Process

Perks and benefits
Good Incentives

Interested candidates can call at or mail their cv at

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Customer Service Team Lead//Immediate joiners - Kolkata, India - Hiresquad Resources

Description

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