Team Leader Job in Kochartech
Leading and developing a team of 20 CSAs; responsible for the overall performance management
Coordination and evaluation of the team as per defined process
Do floor walk to support team members during shift during peaks
Manage critical operational processes, with SLA responsibility
Drive quality and customer experience in the process
Work closely with Operations manager to meet operational targets
Identify customer impacting issues and implement solutions and process improvements to increase customer satisfaction rate.
Coaching and mentoring of team members and devise an action plan to groom them into future managers
Ensure compliance and security measures including IT Security are adhered to
Real time queue management to manage the customer requirements
Skills Required :
Must have prior BPO Experience.
Graduate in any discipline
Min 2 years overall work experience (Preferred customer services experience), should have minimum 6 months experience working as Team Leader or equivalent role
Should be comfortable working in any shift
Must be fluent in English communication & written skills
Computer Savvy and proficient in relevant computer applications
24*7 and Rotational shift environment Male candidates should be open for night shift
2 to 5 Years
2 - 4 Hires
