Team Lead Job in Hippocampus Infotech Pvt. Ltd.
Team Lead
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
- Permanent
Process:Domestic Voice Process
Education: MBA - HR/BBA - HR or HR specialized
Education: Any Graduate
Exp: min 3 yr to max 4yr
Location: Bangalore
Skills Requires:
*Excellent written and verbal communication skills (English & Kannada)
*Should have knowledge about outbound sales process
*Strong knowledge and exposure to customer care techniques and processes.
* Should be proficient with MS office Excel
Roles & Responsibilities:
* Understand all organization's products, services, procedures and guidelines and communicate same to all team members
* Maximize the productivity by monitoring the metrics defined for the process.
*Monitor all calls to ensure that due procedures and quality standards are strictly adhered to Reducing Controlled ACW timing/AHT/ Quality/attendance of the agents.
* Preparing MIS reports, team performance reports and all such BI reports with analysis.
*Motivating team through effective management, career counseling, grooming & drive the team for results, implementation of reporting mechanism.
*Conduct regular review of all agents performance and organize motivate training sessions for under performers and recommend PIP plans to HR.
*Timely Submission of operations review and attrition control report.
* Propagate positive teamwork across work groups & drive business results.
*Own and Drive continuous improvement within the process through actively identifying opportunities through Quality initiatives.
*Submit regular reports to management and seek new ideas pro-actively and strategies to improve performance at the center independently.
*Ensure to maintain a good relation with client and satisfied at all times by providing prompt response and solutions to their challenges at all times
*Keep up with best practices trends and happenings in the industry and ensuring adherence to industry standard.
3 to 4 Years
2 - 4 Hires
