Details of Position
Designation: Team Leader -Operations Voice Process
Reporting to: Assistant Manager Operations Voice Process
Work Experience required: 1+ year as Team Leader in voice Process.
Division/Department : Voice Process
Type of position : Permanent
Travel: Not Required
Coach & mentor the team to deliver the program objectives for the project/s.
Check the project staffing for the day and take measures to achieve the staffing numbers.
Check for the domain / procedural updates in project sent form the Client on daily basis & brief the agents on the same.
Check for the daily updates & project requirements from the Service Delivery Manager, Site Director and update the agents on the same.
Coordinate & interact with QCSs & Trainers for the project to improve team performance.
Coordinate & conduct team meetings regularly.
Suggest the plan of action and corrective measures to increase the performance of the team.
Implement & monitor Performance Enhancement Plan for bottom quartile agents below average performance.
Assist the agent by timely coaching & mentoring to achieve the program objective.
Conduct Side-by-Side & remote monitoring for the team.
Generate & analysis team specific project reports for tracking team performance.
Update the SDM on status of project tools, connectivity or workstation related issues.
Track & initiate the process for attrition, absenteeism & volunteering related issues.
Maintain the CER & the Agent coaching logs.
Interact with the Quality department during the course of the day to collect the performance feedback of the floor.
Implement information security as defined by the company at collector level and as mandated by the client.
Comply with all ISO 9001 and ISO 27001 security and safety policies as laid down by the organization
Report security incidents
Working knowledge of excel & aptitude for figures.
Man management skills
Flexibility in working conditions
Should be comfortable with Shifts
Interested Candidates can mail their resumes on [HIDDEN TEXT] In case of any query please call on 7722028636
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