Hiring Lead

2COMS Consulting Pvt. Ltd.
  • Delhi, delhi
  • 3-4 lakh
  • 3-6 years
  • Views
  • 05 Jan 2018

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Roles & Responsibilities:-          Responsible for team mentoring.          Keep track of schedule adherence. Providing real time Floor Support to agents taking calls          Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge          Motivating the team members to achieve targets set by the company taking the key metrics into consideration.          knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.          Taking regular sessions briefing mentees on critical issues affecting process as and when directed.          Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene.          Contributing in offering recommendations for process product improvement to the Delivery Manager.          Taking regular pre and post shift huddles discussing high and low pointers.          Providing Floor support to agents and providing other assistance as the Backup for the Team Leader          Strong knowledge of Operating Systems (e.g. Current Windows OS) should have knowledge of basic technical issue (no boot, no internet, Wi-Fi connectivity etc.)          Knowledge of Telephony/ Devise support Phone, Tablet, Phablet is a pre-requisite Essential Skills / Expertise required:-          Excellent communication skills Good understanding of system resources and allocation Flexible to work.          Open to work in rotating shifts and weekends          Ability to work under pressure Target Oriented Team Management Skills Good team mentor          Professional work attitude and eager to learn          Yellow belt certification would be highly desirable          Action Oriented, Integrity and Trust, Perseverance          Command Skills, Problem Solving, Drive for results, Standing along and Directing Others          Managing & measuring work          Ability to handle pressure          Problem solving, analytical and data entry mastery          Excellent verbal and written communications skills          Strong external and management reporting skills Desired Skills:         Proficiency in employee development to assist employees in meeting the Performance Targets through Hiring, Coaching & Mentoring          Ability to calibrate employee performance to the Performance Targets through monitoring and Coaching          Ability to communicate and resolve issues that affect Performance Criteria          Ability to share operational improvement and take action with other teams          Ability to manage projects to improve employee performance          Ability to handle escalations from employees on their team          Ability to escalate issues to their supervisor or other internal departments          Ability to lead employees on their team to perform as per the laid out process and procedures          Demonstrated language fluency in English          Graduate in any discipline

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2COMS Consulting Pvt. Ltd.