Team Leader Operations, - Delhi/NCR - Volans
- Volans Infomatics
- 0 - 5 years
- Delhi, NCR
- 5 years ago
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Job Description
Essential Functions
1. Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
2. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
3. Provides statistical and performance feedback and coaching on a regular basis to each team member.
4. Writes and administers performance reviews for skill improvement.
5. Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
6. Ensures employees have appropriate training and other resources to perform their jobs.
7. Responds to and resolves employee relations issues expressed by team members.
8. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
9. Addresses disciplinary and/or performance problems according to company policy.
10. Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
11. Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
12. Works as a member/leader of special or ongoing projects that are important to area/process improvement.
13. Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
14. Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
15. Uses appropriate judgment in upward communication regarding department or employee concerns.
Competencies
1. Communication Proficiency.
2. Customer/Client Focus.
3. Leadership.
4. Organizational Skills.
5. Performance Management.
6. Problem Solving/Analysis.
7. Technical Capacity.
Supervisory Responsibility
This position manages all employees of the team and is responsible for the performance management and hiring of the employees within that team.
Physical Demands
1. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
2. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Position Type and Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday; 2:00 a.m. to 10:30 a.m. Occasional evening and weekend work may be required as job duties demand.
Preferred Education and Experience
1. Minimum a bachelor's degree with at least 4+ years of experience
2. Customer service experience in a call center setting.
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any Specialization, Graduation Not RequiredPost Graduation: Any Postgraduate in Any Specialization
Doctorate: Doctorate Not Required
Contact Details:
Company: Volans Infomatics Pvt LtdLocation(s): Delhi, NCR
Website: http://volansinfo.com/
Keyskills: people management skills Team Leading Skills team management skills team handling skills service delivery skills
Volans Infomatics
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