Team Leader-Operations - Delhi,Gurgaon @ Kochar Infotech

Job Description

Key Role: Manage team within the call center environment.

Grade/ Designation- TL

Roles & responsibilities

• Develop objectives for the call centers day-to-day activities
• Should be well versed with AHT, shrinkage, attrition, KPIs & KRAs terminology.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve efficiencies, telephone handling and other procedures
• Evaluate performance with key metrics
• Prepare reports for different departments or upper management
• Prepare and be part of monthly and quarterly business reviews

Key skills & competencies:

• Proven experience as call center TL or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Graduate or equivalent with 15 years of education

Industry preferred: BPO/BPM/ITES

Contact Person-Meenakshi G

Share Resume- me****************l@ko*******h.com

Job Classification

Education

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Keyskills:   Team Leader attrition kpi team leading Quality TL Shrinkage kra Teamleader aht