Team Leader

2COMS Consulting Pvt. Ltd.
  • Hyderabad
  • 4-7 lakh
  • 3-5 years
  • Views
  • 12 Jun 2018

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Preferred Experience - Range 3 to 5 years of experience in Contact Centre & in Sales Environment. Experience in a Team Leading role Shift Timings - Mon to Sun, 24x7 6 Days working; Rotational Shifts and Week offs Grades BPO 3 Domain and Primary Requirement - Work in Sales target orientation environment - Experience in managing the teams and operations in Contact Centre in a Sales operations Environment. - Understanding of CC, service operational KPIs and performance reports and tools and should be able to implement the same. (Both Inbound & Outbound) - Fair understanding on Quality tools and methodology - Manage team of Sales and Service associates. - Perform Call evaluations and provide coaching/feedback on performance to team members. - Manage day to day operations functions of team management and performance delivery. - Manage shrinkage & absenteeism; Attritions etc. - Outlier agent support/management - Good communication & Interpersonal skills - Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process stakeholders as required - Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps Special - Language skill in a permutations as desired from the business requirement (Hindi; English; Telegu; Tamil; Marathi; Kannada; Malayalam)

Job Posted By

Rijuta Ghosh
Senior Recruiter

About Organisation

2COMS Consulting Pvt. Ltd.