Team Leader

Team Leader

Ikaya Solutions Private Limited
Hyderabad / Secunderabad
2 - 4 Years
Not Specified

Job Description

Job Title : Team Leader - Operations
Process : Chat Process
Location: Hyderabad
Shift timings Male: Shift Starts @ 05:00AM
Female: Shift Starts @ 06:00AM
Reporting to: Asst. Manager - Operations
Experience: Min 2 Years as TL in Chat Process


KEY RESPONSIBILITIES:

• Responsible in managing the team of 20 to 25 agents.
• Setting and meeting performance targets for accuracy, efficiency and quality.
• Ensuring meeting SLA.
• Monitor and track the performance with respect to SLA’s.
• Maintaining Up-to-date Knowledge of Process developments.
• Assist the reporting manager from the end User’s Point of View.
• Monitor the performance standards of the team against planned objectives and recommending and/or taking corrective actions.
• Document, examine and report quality issues and suggest possible improvements.
• Taking care of attrition and shrinkage.
QUALIFICATION & EXPERIENCE:

• Graduate or 10+2+3, with excellent oral and written communication skills.
• Should have minimum 1-2 years of experience as Team Leader in Non-Voice process (Customer service) especially in chat support.
• Monitor team performance, productivity and service levels.
• Ensure systematic feedback to team members on their performance.
• Handling Escalations.
• Drive the team to achieve the performance metrics.
• Preparing daily reports.

Ikaya Solutions Private Limited

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Industries : Banking/Financial Services, ITES/BPO, IT/Computers - Hardware, IT/Computers - Software

Skills/Roles I hire for: Customer Service, Customer Representative, .NET, Java, Testing, Business Development, Sales

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