Team Leader-Contact Centre @ Nimbus Adcom

Job Description

The Team Leader - is responsible for managing day- to- day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and KPI targets and to develop the team to ensure delivery of a superior customer experience consistently and to act as the communication channel between front liners and management. Key Deliverables: Works toward meeting the set service level components, quality and productivity targets. Takes overall responsibility for the new agents certification Manages the Contact Centre floor and ensures adherence to schedule Supports Management and leads special projects Communicates and acts as a focal point of dissemination of information from management to team vice versa. Prioritizes and plans tasks well and complete tasks within set deadlines Compiles reports on team performance and customer feedback Trains and develops the staff Motivates and leads a team of agents Monitors calls, coaches. and provides feedback to the agents Participates in hiring and selection process Delegate work with clear work instructions and provide performance feedback to team members Recommends new processes based on customer feedback and analysis of the same Desired Profile: Minimum Graduate degree in relevant discipline/industry Minimum 5 years of experience including 2 years as Team Leader in international Contact Center Good English language skills required. Excellent communication skills both written (Email/Chat) and verbal (Voice) Good problem-solving skills Motivational skills and positive attitude Problem resolution skills Adaptable, versatile & capable of managing changes Strong interpersonal and organizational skill Good computer skills in all MS Office packages Team player Availability to take calls whenever required. Comfortable to work within an agile team

Employement Category:

Employement Type: Full time
Industry: Others
Role Category: Sales / BD
Functional Area: Not Applicable
Role/Responsibilies: Team Leader-Contact Centre

+ View Contact

Keyskills:   Team Management Operations Management Customer Experience Communication Skills Performance Management Training Development Quality Management Project Management Report Generation Hiring Process Improvement English Language Problem Resolution Adaptability Interpersonal Skills MS Office Agile Methodology ProblemSolving Organizational Skills