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    Team Lead - Hyderabad, India - Firstsource

    Firstsource
    Firstsource Hyderabad, India

    2 days ago

    Default job background
    Upper Management / Consulting
    Description

    A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

    To know more about Firstsource please visit our website

    Job location : Hyderabad

    Position :Team Leader- Ed Tech-Proctoring

    Division : BPO

    Experience : 1-2 years as Team handling experience in Ed Tech-Proctoring process.

    Description: Description:

    Operational

    · Leads a team of customer service associates and motivates them to achieve the team' SLA.

    · Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.

    · Floorwalks regularly for at least 5 1⁄2 hours per day to supervise, coordinate, and monitor the activities of customer service associates \

    to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.

    · Strong organizational, planning and analytical skills.

    · Basic arithmetic and statistical skills for analysis of data and generation of reports.

    · Problem solving skills

    Key Performance Indicators

    · Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.

    · Listens to calls and coaches the team to enhance performance.

    · Monitors the calls/chat taken by the associates and provides them feedback.

    · Interacts with the quality team to seek feedback on the team's performance and team quality scores.

    · Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.

    · Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems

    including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.

    · Organizes training program for the associates.

    · Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.

    · Holds team briefing and de- briefings before and after each shift.

    · Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.

    · Initiates and administers the rewards and recognition program for the team. · Organizes the monthly team outings in coordination with the associates and the team member

    Required: 1-2 years of supervisory experience or 3-4 years of experience as an associate from Ed Tech Proctoring Background.

    Excellent knowledge of MS Office and especially 'Excel'.

    Graduate is must

    Contact details

    Padmapriya

    Email-

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