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Team Leader - Call Center - India - Aug 2017

 Key Responsibilities:
1. Meet monthly key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics.
2. Monitor and evaluate agent daily, weekly and monthly performance
3. Conduct formal agent performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year- end performance review. Assist agents with career development.
4. Effective team management
5. Report, analyze and resolve system, customer and operational issues that impact service quality
6. Conduct performance evaluations, reviews and coaching of agent
7. Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other related departments
8. Scheduling
9. Training and development of team members
10. Reporting and feedback to team, peers and superiors

Experience:
Min 3+ years BPO. Currently working as TL

 

Skill & Competence (Required - Must Have)
1. Excellent oral, written, and interpersonal communication skills
2. Advanced technical skills and the ability to create and analyze reports are essential
3. Exceptional organizational skills and professionalism
4. Demonstrated ability to work well in a team environment
5. Dependability and flexibility
6. Leadership skills"  
  
  
Skill & Competence (Desired)
1. Excellent oral, written, and interpersonal communication skills
2. Advanced technical skills and the ability to create and analyze reports are essential
3. Exceptional organizational skills and professionalism
4. Demonstrated ability to work well in a team environment
5. Dependability and flexibility
6. Leadership skills"  

 

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