బిపిఓ టీమ్ లీడర్

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 కస్టమర్ మద్దతు / టెలికాలర్ job for candidates with 1 - 6+ years Experience.

బిపిఓ టీమ్ లీడర్ job గురించి మరింత

1. బిపిఓ టీమ్ లీడర్ jobకు apply చేయడానికి అర్హతా ప్రమాాణాలు ఏమిటి?
   Ans: అభ్యర్థికి గ్రాడ్యుయేట్, అంత కంటే ఎక్కువ మరియు అంతకంటే ఎక్కువ 1 - 6+ years Experience అనుభవంతో ఉండాలి
2. ఈ Job రోల్ కోసం నేను ఎంత జీతం ఆశించగలను?
   Ans: మీ ఇంటర్వ్యూపై ఆధారపడి శాలరీ ₹25000 - ₹35000 నెలకుని మీరు ఆశించవచ్చు. ఇది జైపూర్లో Full Time Job.
3. బిపిఓ టీమ్ లీడర్ job కొరకు ఎన్ని పనిదినాలు ఉన్నాయి?
   Ans: ఈ బిపిఓ టీమ్ లీడర్ jobకు 6 working days ఉంటాయి.
4. ఈ బిపిఓ టీమ్ లీడర్ jobకు apply చేసేటప్పుడు లేదా చేరేటప్పుడు ఏవైనా ఛార్జీలు ఉన్నాయా?
   Ans: లేదు, ఈ బిపిఓ టీమ్ లీడర్ jobకు కంపెనీలో ఉదాహరణకు, LINK TALENT & MANAGEMENT SERVICESలో పనిచేసేటప్పుడు ఎలాంటి ఫీజులు వర్తించవు.
5. ఇది ఇంటి నుండి పని చేసే పనినా?
   Ans: లేదు, ఇది ఇంటి వద్ద నుంచి Job కాదు మరియు ఆన్‌లైన్‌లో చేయలేం.
6. ఈ బిపిఓ టీమ్ లీడర్ రోల్ కు ఎన్ని ఓపెనింగ్‌లు ఉన్నాయి?
   Ans: LINK TALENT & MANAGEMENT SERVICES వద్ద 2 బిపిఓ టీమ్ లీడర్ ఇమ్మీడియెట్ ఓపెనింగ్ ఉంది
7. ఈ Jobకు ఎవరు apply చేసుకోవచ్చు?
   Ans: ఈ కస్టమర్ మద్దతు / టెలికాలర్ jobకి పురుష, మహిళా అభ్యర్థులు apply చేసుకోవచ్చు.
8. ఈ బిపిఓ టీమ్ లీడర్ Job టైమింగ్స్ ఏమిటి?
   Ans: ఈ బిపిఓ టీమ్ లీడర్ job Day Shift కలిగి ఉంది.