Minimum 3 years of Team leading experience in an Inbound / Out Bound BPO Process
Ind*u*st*ry Preference*: BPO / ITES
1. Analyze various reports to enhance productivity and conversions
2. Achieve KPI and productivity targets of Self & Team
3 . Prepare and submit periodic Team performance reports
4 Audit Calls and identify the training requirements of each Team Member. Arrange De- briefing and ensure required on the floor information are cascaded
5. motivating each Team Member, guiding, monitoring their performance and implementing corrective
Actions as required.
6. Be responsible for staff retention
7. Handling team & shop floor escalations calls and providing end to end resolutions.
8. Attending call calibrations at a timely manner
9. preparing monthly TL review to gauge individual and teams performance.
10. Client interaction as and when required; incorporate feedback into the system