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Walkin - Team Manager (international Voice Process) Pune

Keywords / Skills : Team Lead, Team Leader, Assistant Manager, Team Manager, International Voice Process, international BPO, international process, attrition, shrinkage, CSAT, C - SAT, NPS

Posted: 2018-12-07

Customer Service/ Call Centre/ BPO
Customer Service Executive (Voice)
Posted On
7th Dec 2018
Job Ref code
Job Description
We have an excellent opportunity for the position of Team Manager for a leading MNC in Pune.

Designation - Team Manager (Will report to Operations Manager)

Job Location - Pune

Shift - Flexible / 5 days working

Experience - Overall 3+ years with 1+ year in Team Handling (International Voice Process experience is a must)

Qualification - Any Graduate

Walkin Interview - 08/12/2018, Saturday, (11 AM)

Job Responsibilities

Core work area
This should include the primary responsibilities that an individual spends maximum time on. Do consider day to day tasks, short & long term objectives, complexity of tasks, scope of thinking which is required in order to complete tasks, develop concepts or procedures etc.; extent of control, autonomy of decision making.

Doing weekly audits and Administering feedback for the same.
Employing Other methods to improve the same, for example : conducting process knowledge tests.
Productivity and resource management
Develop and conduct process knowledge test to increase efficiency
Tracking and managing teams sickness and absence
Daily /Weekly communication all process and organizational updates to the advisors.
Floor walking /Floor support
Participate in weekly Call consistency workshops with managers and client.
Supporting the Real time management team with queues when required
Managing available resources across various functions to avoid loss in productivity

People Management
Should include responsibilities for other staff if applicable, in terms of recruiting of, assessing of, training of, managing of direct reporting staff

Span of Control - 15 20
Action monthly performance reviews and goal setting exercises
Weekly/Monthly feedback for quality and productivity
Training and delegation to upskill/cross skill and motivate staff
Resolve all staff issues and pay queries
Staff leave management
Ensure grooming for all advisors according to opted career path within the organization
Use innovative methods to keep advisors engaged (plan and conduct team building exercises, outings etc )
Analyzing data to identify bottom quartile performers and design appropriate action plans to improve performance.
Performance management of bottom performers
Managing new joinees to get them up the learning curve
Preparing yearly performance review documents to be used for annual appraisals.
To manage retention effectively and track the same using monthly reports and action plans for possible attrites.
Escalation and follow up of people issue to respective authorities to ensure quick resolution
Ensure timely payroll inputs are provided to avoid dissat.

Administrative tasks
General administration support provided for
Creating and updating all advisor files.
Updating all relevant operational trackers.
Enforcing business policies.
Complying with compliance regulations.
Organising transport for staff as per roster

Interested candidates can mail on [HIDDEN TEXT] or can call on 09163435935

Desired Candidate Profile
Looking for candidates who can attend walk in Interview on 8th Dec 2018 at Pune.

Candidates having experience in International Voice Process as a Team Leader should only apply.

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. We serve different industries like Manufacturing, BPO, KPO, Financial, BFSI, F&B, Pharmaceutical, Retail, Telecom, IT etc.
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