Walk In - Team Leader Operations - (Inbound )
- One Point One
- 3 - 8 years
- Bengaluru
- 4 years ago
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Job Description
Working as a Team leader in inbound - Customer service for at least one year in BPO industry.
Lead, motivate, counsel, develop and coach CREs to meet departmental KPIs and project
SLAs
Effective liaison with various departments within the organization to gain support and
resolve CRE and customer issues.
Enforce adherence to security and data protection within organization.
Facilitate and implement process improvement ideas to improve efficiency.
Proactively identify problems and presenting solution
Maintain good rapport with the team and ensure people bonding.
Proper handholding of new CREs to ensure retention
Listen to CRE calls, share coach team and feedback on performance.
Handle customer escalations
Ensure that employees adhere to rostered shift thus resulting in low shrinkage
Ensure CREs complete their net Login hours and other KPIs.
Able to highlight issues in process to supervisors for closure of the same like Systems
down time, connectivity of data and other support failure.
Manage, Lead & motivate the CREs to ensure their commitment and engagement.
Ensure daily briefings on product & processes to keep his team abreast on new updates
and product/process knowledge.
Ensure adherence to committed quality, accuracy & turnaround of the processes
Industry and domain knowledge
Customer centricity
Basic MS Excel, Word and Outlook
Written and spoken communication
Required as a part of day to day work to identify and analyze trends to ensure that
potential issues are identified early and solutions provided.
Able to take quick and rational decision with knowledge of likely impact for basic issues.
Qualification: HSC/ Graduation
Experience: 3 to 10 years
CTC Range: INR 3.0 LPA to 3.50 LPA
Job Location: Bangalore - Singasandra
Desired Candidates skills:
Should have very good comm skill in english.
Must have an experience in Inbound Customer support.
Should have min 1 year experience in TL.
Basic Awareness of Inbound KPIs and targets v/s achievement in current role, Calculation of metrics (CSAT, NPS, TM Quality, Accuracy, AHT, Attrition, Absenteeism) along with targets and achievements in current role.
Advanced Excel (Pivot Table, Vlookup, Hlookup, conditional formulas)
Managing performance, daily reviews, one to ones with team, Performance Appraisals/ Reviews, managing conflicts
Language preferred:
English + Tamil
English + Odiya
Interested person kindly share your cv to g.*******k@1p****1.in or call me at 9941334***
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Walk-ins
Education
Under Graduation: Graduation Not RequiredPost Graduation: Any Postgraduate in Any Specialization
Doctorate: Any Doctorate in Any Specialization, Doctorate Not Required
Contact Details:
Company: One Point OneAddress: Bangalore
Location(s): Bengaluru
Keyskills: Inbound Customer Service Bpo Customer Service team leader bpo voice process team leader voice process outbound sales team leader operations
One Point One
One Point One Solutions Ltd. is one of the leading domestic Business Process Management (BPM) Companies today. We are the one of the very few domestic BPM Company to get listed on NSE Emerge. We currently have 5 delivery centers in strategic locations around the country; Mumbai, Gurgaon, Bangalore a...
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