Roles and Responsibilities:

1. Develop and implement effective training programs to enhance team performance and productivity.

2. Collaborate with cross-functional teams to resolve complex issues and improve overall process efficiency.

3. Analyze KPIs such as AHT, Shrinkage, Attrition, Csat, Dsat, FCR, Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSat), Agent Evaluation Scores etc. to drive business growth &amp; overall performance metrics.

4. Ensure compliance with quality standards and regulatory requirements.

5. Manage a team of customer service representatives to achieve operational excellence in Inbound Voice Process.

6. Oversee daily operations, ensuring efficient use of resources and effective communication among team members.

7. Provide coaching and guidance to team members on product knowledge, sales techniques, and customer service standards.

8. Ensure compliance with company policies, procedures, and regulatory requirements. 
Desired Candidate Profile: -

1. 4-6 years of experience in BPO industry with expertise in Inbound Voice Process.

2. Proven track record of managing teams effectively using TL methodologies.

3. Strong understanding of people management principles including recruitment, training, development &amp; retention strategies.

4. Strong people management skills with ability to lead cross-functional teams effectively.

5. Excellent communication skills for building strong relationships with customers and internal stakeholder

Required Skills: -

1. Preferred only male candidates

2. Excellent Communication

3. Good Thought Process

4. Graduation Mandatory. Additional qualification is an added advantage

5. Have handled various projects.

6. Service Voice Process Background

7. Open Industry

Team Leader Operations in Mumbai (UID-13097)

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