Team Leader
- Team Vertex Global
- 1 to 2 Yrs
- All India
- 4 years ago
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Job Description
PURPOSE OF POSITION
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
PRIMARY DUTIES AND RESPONSIBILITIES
- Responsible for the day-to-day supervision of a group of Voice Process associates including work and attendance monitoring in accordance with organization policy and business requirement
- Lead a team of 15-20 agents in achieving the defined Goals
- Oversee day-to-day teams' operation and performance.
- Regular performance evaluation
- manage all the SLAs and operational metrics (AHT, Attrition, Shrinkage, SLA, Occupancy, Utilization
- Monitor team performance and report metrics achievement
- Plan and organize team building activities
- Discover training needs and provide coaching
QUALIFICATIONS AND REQUIREMENTS
- In-depth knowledge of performance metrics like AHT, Shrinkage, attrition, bottom quartile management.
- Proficient in MS Office
- Experience in presenting QBRs or MBRs
- Escalation Management
- Critical thinker and problem-solving skills
- Good time-management & decision-making abilities
- Great interpersonal and communication skills
- Flexible working in shifts
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Operations Management / Process Analysis
Functional Area: Not Applicable
Role/Responsibilies: Team Leader
Contact Details:
Company: Team Vertex GlobalLocation(s): All India
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₹ 3.0 - 4.5 Lakh/Yr
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Team Vertex Global
Vertex Global Services is one of the fastest growing Business Optimization Solutions provider globally. Ranked 19th amongst 50 most innovative companies across the globe, we provide cutting edge solutions while keeping the cost under control.We are a 100% subsidiary of ILC Solutions, based out o...
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