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Urgent Hiring for TL Position in Leading MNC

Keywords / Skills : TL Position, Team leader, Group leader, Team handling, Assistant manager, Project leader

2 - 4 years
Posted: 2019-04-02

Customer Service/Call Centre/BPO
Team Leader
4.30 - 6.50 lacs
Posted On
2nd Apr 2019
Job Description
Handles escalations and provides assistance to customers and end-users as requested

Remains available, approachable and visible throughout the day to mentor, assist and coach the team as required

Utilizes key performance indicators to coach, develop and improve the performance of team members

Conducts regular meetings with staff to communicate team as well as Service Center related changes and updates

Provides staff members with performance goals and regular feedback in support of departmental goals

Writes and delivers periodic and annual (formal) performance evaluations in accordance with prescribed timelines

Coordinates training to support developmental needs identified through performance evaluation vehicles and assists in the development of training, educational and reference materials

Works collaboratively with peer managers and support personnel (WFM and QA) to ensure that department processes, procedures, practices, and performance measures and evaluations are consistently applied and managed across the entire Service Center

Initiates, completes, and monitors progress of projects assigned

Coordinate and facilitate problem solving across functional departments in order to ensure customer issues are properly addressed while protecting the integrity of TCS Client and its programs.

Identifies needed areas of change and makes recommendations to improve operational practices

Assists with the development of departmental guidelines, procedures and practices

Assists in the selection process for filling Service Center job vacancies

Performs other, related work as assigned.


Number of Associates Supervised: Directly 15-20

Incumbent is responsible for the Service Center for all Customer Service Representatives.

The Service Center Team Leader Team shares the responsibility for tracking, facilitating, and resolving, customer and system issues per week.

Basic Qualifications

Bachelor’s degree

4 plus years operational experience working in a customer service call center environment

Minimum 1-2 year of Team Leader experience in call center.

Ability to work collaboratively and partner with staff, employees, peers, leaders,

Excellent interpersonal, communication, negotiation skills; team oriented; influencing skills

Effectively leads, motivates and provides constructive feedback and direction

May be required to work off hours and be on call 24/7.

Strong communication skills, including communications with peer, staff, customers, and upper management

About Company

2COMS consulting Private Ltd. started operations in 1999 as a recruitment and staffing solutions company and since then has been successful in placing 5000+ candidates in the top IT and ITES companies.

2COMS has come a long way in a short time span of 6 years, expanding its business from Calcutta to other hubs and increasing its network ever since. At present, 2Coms has offices in Calcutta, Pune, Hyderabad, Siliguri, Guwhati, Jamshedpur and Bhubaneshwar propelled by a team of 60 trained consultants having the right combination of expertise and passion for achieving results making them deliver their best and achieving managerial excellence.

2COMS focuses on verticals like KPO / BPO / IT / Insurance, Banking and Finance / Telecom and Retail Pharma / Sales.

2COMS offers its clients end to end recruitment solutions tailor made to suit all kinds of manpower requirements.

Since its inception, 2COMS, with its domain expertise, enhanced business performance combined by focused insight and innovation, has gained a sound reputation amongst companies in businesses across all industries.

By Formulating effective strategies, we have gained a sound reputation of a premier staffing and recruiting Company, enabling us to attain the leading position in the industry. We are the preferred recruitment partners tomost of our clients. 2COMS efficiently services large-scale recruitment needs of its clients by its focused and integrated approach of flexibility, effective strategy, business expertise and powerful research capabilities.
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