Team Lead, SME, Voice, Inbound, Semi voice,
- Inspiration Manpower
- 1 to 6 Yrs
- Bengaluru
- 3 days ago
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Job Description
We are conducting job fair for the role of Team lead, SME, Trainer, Quality analyst, Senior Analyst, Senior Associate for Various domain.
Proactive and inquisitive candidate required with clear and precise communication, written and oral skills
Market knowledge of US Wireless and Telecom domain would be preferred
Domain knowledge of International Voice process
Analytical skills are also required with an eye for detail
Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers
Team Building - Ability to coach, connect and motivate team members as well as groom Team Leads
AI Orientation along with functional knowledge of analytical tools would be preferred
Six Sigma and quality tools knowledge/certification would be desired
International Voice Experience
US Telecom Experience would be desirable
Roles and Responsibilities: Manage team expectations and project SLAs
Monitor knowledge sharing and retention within the team
Ability to create and implement action plan for improvement across KPIs
Ability to manage BQ/Outlier performance
Mentor and groom Team leads and frontline advisors to take additional responsibilities
Be part of client reviews and provide performance trends and next steps
Encourage Value Adds not only for client but also for the organization. Grooms key individuals in the team through coaching
Develop strategies for continuous improvement, identify projects and mentor them (Changes to improve Customer Experience)
Handling customer escalations or providing resolutions which require higher level of authorization
Take prompt, sound and independent decisions while resolving customer issues and need
Communicates with the team in a timely manner (skip levels, appreciation etc)
Planning & Executing Employee Engagement & Fun Activities
Maintain effective employee relations at all levels
Conducts town hall meetings and focuses on the needs of employees
Identify Training needs for the floor
Deciding on ways to control attrition for the process
Conducting regular 1:1s
Works in collaboration with the Quality / Work force planning, Training & HR teams
Contact Point : Mallik - hidden_mobile / hidden_mobile / hidden_mobile / hidden_mobile / hidden_mobile
Aditya - hidden_mobile
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Customer Service (International)
Functional Area: Not Specified
Role/Responsibilies: Team Lead, SME, Voice, Inbound, Semi voice,
Contact Details:
Company: Inspiration ManpowerLocation(s): Bengaluru
Keyskills: team leadership voice process team handling contact center customer service delivery customer service bpo operations customer relationship customer retention customer care
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