Team Leader _BPO Full-time

ALTIUS CUSTOMER SERVICES PRIVATE LIMITED

Posted By : ALTIUS CUSTOMER SERVICES PRIVATE LIMITED

Nagpur, Maharashtra (2)

Roles & Responsibilities:
1. Responsible for maintaining discipline and absenteeism of team on the floor.
2. Responsible for staff retention within the team.
3. Coordination between Managers and Team Members.
4. Ensure and accurate service and achievement of targets.
5. Responsible for Team Building & Implementation of Processes
6. Team handling and Mentoring.
7. Performance feedback session to be provided to agents.
8. Analyze various reports including process dashboards & team performance reports.
9. Should have working knowledge of AHT and WFM.
10. Primary focus on achieving SLA.
11. Motivating associates through effective management, career development & implementation of reporting mechanism.
12. Timely Submission of Operations Review
13. Preparing roster and manage shrinkage
14. Conduct audits & share feedback with team members
15. Monitor team performance and report on metrics
16. Good analytical skills, expertise in MS Excel
 

Role Specific Skills
  • Active Learning
  • Active Listening
  • Administration and Management
  • Category Flexibility
  • Communications and Media
  • Complex Problem Solving
  • Computers and Electronics
  • Coordination
  • Critical Thinking
  • Customer and Personal Service
  • Deductive Reasoning
  • Education and Training
  • English Language
  • Fluency of Ideas
  • Inductive Reasoning
  • Information Ordering
  • Instructing
  • Judgment and Decision Making
  • Learning Strategies
  • Management of Personnel Resources
  • Mathematical Reasoning
  • Mathematics
  • Monitoring
  • Near Vision
  • Negotiation
  • Number Facility
  • Oral Comprehension
  • Oral Expression
  • Originality
  • Personnel and Human Resources
  • Persuasion
  • Problem Sensitivity
  • Reading Comprehension
  • Sales and Marketing
  • Service Orientation
  • Social Perceptiveness
  • Speaking
  • Speech Clarity
  • Speech Recognition
  • Systems Analysis
  • Systems Evaluation
  • Time Management
  • Writing
  • Written Comprehension
  • Written Expression

Any Graduate

Any Postgraduate

Experience: 1.5 years to 2 years (Similar Profile)
Shift Timing: 7AM to 10PM rotational shifts
 

Journey