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Team Lead - Contact Centre Required at Kochi - Immediate Joining

Keywords / Skills : team handling, team leading, team lead, team leader, people management, team management, csat, c - sat, attrition, shrinkage, team manager, voice process

Posted: 2018-12-04

Customer Service/ Call Centre/ BPO
Team Leader
Posted On
4th Dec 2018
Job Ref code
Job Description
We have an excellent opportunity for the position of Team Lead for a Contact Centre in Kochi.

Designation - Team Lead (Contact Centre) Banking domain preferred

Job Location - Kochi

Experience - 3 to 5 years with 1+ year in Team Handling (On Paper)

Qualification - Any Graduate

Shift - Flexible

Job Description :
Analyse team and individual statistics, prepare reports, devise and implement effective ways to improve metrics while maintaining quality
Schedule shift patterns for team members to ensure that customers are always attended to.
Understand all organizations products, services, procedures and guidelines to assist team members with complex service orders and recommend corrective action to address customer issues.
Administer performance management by diagnosing improvement opportunities, provide effective feedback and utilize corrective action plans to meet organizational objectives.
Monitor calls to observe employees demeanour, technical accuracy and conformity to company policies.
Anticipate operational issues within the team and develop solutions based on logical reasoning, past precedents and best practices in order to maintain service excellence.
Anticipate operational issues within the team and develop solutions based on logical reasoning, past precedents and best practices in order to maintain service excellence.
Maintains awareness of the department's business continuity plan and undertake appropriate training to ensure correct action is taken in the event of an incident or disruption
Carries out development and implementation of effective risk-based monitoring programme to ensure operational business delivery complies with regulatory practice and ensures that staffs are aware of relevant policies and comply with pertinent regulations.
Carries out designated operational duties, recommends improvements in the current processes and ensures adherence to timescales and high degree of accuracy whilst providing excellent customer service and adhering to all appropriate process and procedures that enables department to achieve high performance standards without compromising on desired quality standards.
Performs business tasks as required by line manager to support smooth operation of the department and ensures adherence to department's policy, procedures, standards, reporting requirements, and relevant regulatory and statutory requirements whilst complying with the staff code of conduct at all times and ensures that BANK's positive image is presented to customers through excellent customer service and unparalleled quality.
Prioritizes, performs, and implements all aspects of risk mitigation plan and assists in the development and management of processes to identify and evaluate business risk areas by proactively monitoring critical risk issues and reporting them to senior levels for corrective actions.
Collates information/data by utilizing a wide range of data gathering and analysis techniques, identifies relevant information, develops, reviews, and submits management information reports to management while ensuring the accuracy and timely delivery of information to management.
Ensures that individuals under supervision have appropriate levels of competency to effectively carry out their roles and provides advice, guidance and support to less experienced team members and expedites induction and raises team effectiveness.

Note : Immediate joinees and candidates who can join by 3/12/2018 should only apply.

Must have experience into Voice process as a Team Leader.

Interested candidates can connect on 9163435935 (call / SMS) or mail at [HIDDEN TEXT]

Desired Candidate Profile
Looking for Candidates who can join by 3rd Dec 2018 at Kochi.
Must be comfortable to work in Kochi.

Must have 1+ year experience as a Team Lead with a Inbound / Outbound Voice Process.

About Company

2Coms Consulting Pvt Ltd. 2COMS, a Recruitment & Staffing solutions company , with a PAN India presence & expertise in Talent Acquisition for last 24+ years has its Corporate Office in Kolkata and Branch Offices in Bangalore, Pune, Hyderabad, Bhubaneshwar, Our Permanent Recruitment is 200+ recruiter workforce & provides jobs to 5000+ candidates annually in multi-verticals like IT/Technology, ITES, BPO , KPO, E-commerce, Telecom, Retail, Pharma, Healthcare, BFSI.
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