BPO Team Leader/Assistant Manager - Noida
- Xavient Software
- 1 - 6 years
- Noida, Gurugram
- 3 years ago
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Job Description
Greetings candidates!
Telus International Is hiring for Team Leader Customer Service
Job & Responsibility-
1. Leads and manages a team of CSR's in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing orders). Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
2. Conducts performance management activities for team members supervised. Conducts timely planning, assessment, and feedback meetings as stipulated in the companys performance cycle.
3. Handles escalation calls from CSR's as, exercising discernment on whether or not individuals are capable of handling complex customer calls
4. Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program.
5. Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT). Ensures that passing service levels are met and / or exceeded by maximizing the headcount of CSR's on the floor.
6. Acts as a Human Resources and HR-Business Partners point-person, having the jurisdiction to address grievances in line with the Company's policies / procedures
7. Attends to Compensation and Benefits concerns of assigned CSR's, focusing on payroll disputes, the timely preparation and submission of payroll templates. Accurately tracks and indicates hours of overtime
Educational Qualification - Bachelors degree in any field
Experience - At least one year (1) call center experience as Team Leader
Immediate joining
Interested candidates can apply or Share CV pr**********r@te***************l.com
Thanks & Regards,
Prabhjot
Job Classification
Industry: BPO / Call CentreFunctional Area: Customer Success, Service & Operations,
Role Category: Operations
Role: Operations
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Any Doctorate
Contact Details:
Company: Xavient Digital - Powered by TELUS InternationalAddress: 6th Floor,,,,Building No 5 IT ITES SEZ Plot No 20 , 21 Sector135,NOIDA, NOIDA, Uttar Pradesh, India
Location(s): Noida, Gurugram
Keyskills: Team Management Team Handling Inbound Customer Service International Call Center Team Leading Call Center Operations Team leader Customer service Shrinkage Outbound Process Inbound US Process Operations International Voice Process International BPO
Xavient Software
Xavient Information Systems (XIS) is a software services organization born and brought up in the new economy. At Xavient, we strive to maintain a fulfilling and rewarding work environment which we believe is a catalyst for great achievements.Xavient is a young, aggressive, and extremely ...
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