Bpo Team Leader

Position Overview

Position Title Team Leader

Department Customer Service

Key Result Areas

Performance Management & Customer service To ensure that the SLA parameters are met on a daily basis for all lines of business.

Incase of non achievement of SLA, remedial action plan for to be shared. For non achievement of benchmarks/SLA’s, analysis and corrective measures to be shared as well.

Mock calls, & ability to share Situational based case studies with

Y-Jack/Live barging to be done for Agents

Non FTR & Outbound Call Back Management

Ensure Customer Delight by providing satisfactory response to Customer Interactions

Provide feedback to Trainer and would on improvement plan.

Query Handling & Reporting

Handling of escalation calls & able to provide corrective feedback to the agent. Reducing escalations and queries on floor.

Understanding & Publishing of Accurate Ops Business & Quality MIS, Reports.

MIS on any additional activities done to be published by the end of month.

Ability to provide structured feedback from CSE's on any support that they may need to service the customers better.

Action Plan to be shared on misses and best practices to be shared on hits monthly

Should be able to share inputs in Revenue generation through new leads / cross sell / renewal collections/ Retention.

Be able to analyze and take appropriate decisions on escalations. Ability & understanding of practices to look at escalation reductions.

Team Management & Monitoring MIS on any additional activities done to be published by the end of month.

Manage Shift Operations & Rostering of Staff

Mentoring & Coaching Of the Team. Team Huddles & previous day’s performance to be discussed. Conduct regular team meetings and one on one sessions with the teams

Should be able to manage the team aggressively while sticking to the job specifications

Monitoring the IVR daily. Incase of a downtime coordination with Telecom Partner & In house IT for Closure. Incase of internal issue to share RCA with Client

Checks to ensure smooth function of the IVR & TFN

Responsible for maintaining shrinkage and absenteeism of team on the floor

Driving the Rewards & Recognition programme for the team & responsible for appreciations.

Other Activities Team Leader to showcase & share inputs in CRM enhancement, FTR improvement, Increase of Self Service Utilization

Well versed with Social Media and should have an ideal understanding of the requirement like Web Chat .

Competency level required

Skills Excellent Product/ Process & System knowledge needed.

Superior communication (oral, written) and interpersonal skills.

Good MS Excel & Email Handling.

Excellent people management skills

Well versed with Call Centre Business Metrics & Service Level adherence

Good Escalation & Problem Solving Skills

Documentation

Experience Educational Qualification – Graduate.

Prior experience in handling a similar profile of a Team Leader or (min 1 yr)

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 6+ years Experience.

More about this Bpo Team Leader job

1. What is the eligibility criteria to apply for this Bpo Team Leader job?
   Ans: The candidate should be Graduate and above and above with 1 - 6+ years Experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹25000 - ₹35000 per month that depends on your interview. It's a Full Time job in Jaipur.
3. How many working days are there for this Bpo Team Leader job?
   Ans: This Bpo Team Leader job will have 6 working days.
4. Are there any charges applicable while applying or joining this Bpo Team Leader job?
   Ans: No, there is no fee applicable for applying this Bpo Team Leader job and during the employment with the company, i.e., LINK TALENT & MANAGEMENT SERVICES.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Bpo Team Leader role?
   Ans: There is an immediate opening of 2 Bpo Team Leader at LINK TALENT & MANAGEMENT SERVICES
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Bpo Team Leader job?
   Ans: This Bpo Team Leader job has Day Shift.