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Team Leader - Operations || Silkboard || Bangalore || BPO Exp. Mandate || CTC UPTO 9 LPA ||

Keywords / Skills : Team Leader, Team Lead, Team Handling, Team Management, Team Leader Operations, SLA Management, SLA Manager, SLAs, People Management, People Management Skills, Amazon, Amex, "American Express", Zomato, BPO, Call Center, Contact Center, Service level

2 - 7 years
Posted: 2018-10-23

Customer Service/ Call Centre/ BPO
Team Leader
Any graduate
Posted On
23rd Oct 2018
Job Ref code
Job Description
Interested candidates can share their updated resume along with the following details at [HIDDEN TEXT] or call at 7026633558 (WhatsApp Ur Queries @ 9880226350).

Total Experience:
Relevant Experience:
Current CTC:
Expected CTC:
Notice Period:
Current Location:

We have critical requirement with Leading Food Delivery Company, Bangalore.@Silkboard, Bangalore:
Team Leader - Operations: Graduates with Excellent Communication Skills, people management skills. Should have worked as Team Leader for Minimum 1 Year in current/last role. Salary Range 5 LPA - 9 LPA (Depends on Last CTC).

Looking for IMMEDIATE Joiners.

Job Description:

Job Title: Team Leader (Contact Center)

Position Details: Reports to Assistant Manager / Manager

Key Skills:
Quick and proactive solution driven approach for contingencies and ability to execute independently with minimum guidance.
Great problem solving skills, ability to manage extreme pressure as an individual and a team player by displaying flexibility.
Passionate about finding innovative ways to bring more efficiency, effectiveness and economy for the betterment of team and process.
Demonstrated ability to identify, engage and retain talent, hire and develop strong team by building a culture of high performance.
Ability to connect with team, drive performance, communicate and facilitate effectively leading by example and managing conflicts.
Vision driven objective approach with inherent power to influence and have a go getter attitude always up for challenges

Job Duties:
Responsible for driving performance in a team of 25 Associates / Floor supervisors
Should be proficient in managing the SLAs on daily, weekly and monthly basis.
Ability to create and gauge team performance and KPIs to drive performance
Extremely obsessed about customer experience through innovative ways and create a close loop feedback model.
Very deep understanding of call centre tools, systems and processes especially CRM, ACD, CTI aspects apart from chat tools.
Exceptionally strong people management, performance management and process management skills through coaching and feedback.
Synthe the diverse feedback gathered from different channels including social media & app store platforms, share recommendations based on inferences and trends
Develop, recommend and implement procedures, rules, policies pertinent to the effective and efficient operations.
Provide MIS and submit weekly reports on user concerns, service failures and escalate issues on an on-going basis.
Manage absenteeism, attrition, shrinkage, efficiency and schedule adherence, staffing and scheduling.
Regular 1-2-1 with the team with a strong inclination towards integrity
Identifying skills in team and ability to groom talent by delegation apart from career planning for team members
Ability to establish alternate solution with no scope of giving up to any complexity.
Metrics for performance measurement:
Program level service levels
C-sat / NPS scores
Team quality scores
People - Responsible for employee morale, absenteeism & attrition.
Organizational / Strategic - Should abide to company policies and display core values. Align self to organizational goals.
Qualifications & Experience:
Bachelors degree in business, engineering or operations management required from a reputed institution. MBA from Top tier schools and six sigma certification is preferred.
2+ years of work experience with at least 1 year of people management driving closed loop feedback including Social media.

Interested candidates can share their updated resume along with the following details at [HIDDEN TEXT] or call at 7026633558 (WhatsApp Ur Queries @ 9880226350).

Total Experience:
Relevant Experience:
Current CTC:
Expected CTC:
Notice Period:
Current Location:

About Company

Welcome to Leverage business solutions, a place where your career takes a right shape. Unleash your talent through Leverage business solutions. Talent is one of the most valuable commodities in the world. At Leverage business solutions through the implementation of change of programmes, bespoke projects and consulting advice, our Talent Management conveyance works with clients to ensure that they have the right talent in the right domicile at the right time. We specialize in finding and placing conscientious professionals and senior management for companies across all industry sectors. We are experts at finding the exact type of individual that you need for all positions, ranging from grass-roots level right through to directorships. Whether you are looking for the best talent in your workforce or bright opportunities in your career, contact our office today and take advantage of our well established recruitment expertise. We know that the secret of success in life is to recognize and seize opportunities when they arise.
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