<ul>
<li style="text-align:start;">Should have Hands-on experience in Team management and KPI's like AHT, Shrinkage, Attrition, Occupancy, Rostering, NPS/Csat and Dsat calculations</li>
</ul>

<ul>
<li style="text-align:start;">Should have managed Team and worked towards bottom quartile.</li>
</ul>

<ul>
<li style="text-align:start;">Manage Attrition and plan career mapping for Agents.</li>
</ul>

<ul>
<li style="text-align:start;">Track Team performance , Coach &amp; mentor them on daily basis</li>
</ul>

<ul>
<li style="text-align:start;">Pre-Post Briefing session , ensure timely completion &amp; adherence of compliances.</li>
</ul>

<ul>
<li style="text-align:start;">Rotational shift</li>
</ul>

<ul>
<li style="text-align:start;">Excellent communication &amp; Team handling skills required</li>
</ul>

<ul>
<li style="text-align:start;">Immediate joiners preferred.</li>
</ul>

ROLES AND RESPONSIBILITIES

<ul>
<li style="text-align:start;">Create an inspiring team environment with an open communication culture</li>
</ul>

<ul>
<li style="text-align:start;">Set clear team goals</li>
</ul>

<ul>
<li style="text-align:start;">Delegate tasks and set deadlines</li>
</ul>

<ul>
<li style="text-align:start;">Oversee day-to-day operation</li>
</ul>

<ul>
<li style="text-align:start;">Monitor team performance and report on metrics</li>
</ul>

<ul>
<li style="text-align:start;">Motivate team members</li>
</ul>

<ul>
<li style="text-align:start;">Discover training needs and provide coaching</li>
</ul>

<ul>
<li style="text-align:start;">Listen to team members feedback and resolve any issues or conflicts</li>
</ul>

<ul>
<li style="text-align:start;">Recognize high performance and reward accomplishments</li>
</ul>

<ul>
<li style="text-align:start;">Encourage creativity and risk-taking</li>
</ul>

<ul>
<li style="text-align:start;">Suggest and organize team building activities</li>
</ul>

Education and Experience

<ul>
<li style="text-align:start;">Overall 3 - 4 years of experience in BPO Industry</li>
</ul>

<ul>
<li style="text-align:start;">Minimum 1 Year on Paper experience of Team Handling (Customer Support Process).</li>
</ul>

<ul>
<li style="text-align:start;">Minimum Education Graduate-in any stream. </li>
</ul>

Team Leader Operations in New Delhi (UID-7604)

Job Description

Job Details

Skills Required for Team Leader Operations

Job Description for Team Leader Operations