Team Lead - Priority Support Center

Job responsibility
Responsible for handling teams in an operations of an integrated (calls/emails/complaints) contact center for Voice & Data products (including all KRAs and KPIs defined for this process) for Priority customers
Handling of escalations on Voice & Data products
Handling team KPIs/KRAs
Keeping the team continually motivated in achieving the team goals
Developing a strong bonding between the members in the team so that they can share the same collective goal
Creating an environment of collecting, sharing and implementing of customer feedback
Responsible for planning and execution of the day to day operational parameters of the team
Ensure statutory compliance and compliance to all internal & external audits
Develop high level of customer focus within the team
Having a strong hold on absenteeism, attrition, shrinkage and floor monitoring
Provide effective leadership and development amongst the agents of the contact center, including ER & floor activities
Responsible to Cultivate a strong, informed, multi skilled and well-trained team
Implement performance management and performance review processes
Span of control:
Geographic – Pan India
No. of reports (direct & indirect)- if any
Key Customer
End customer, authorized signatories, clients
Internal teams
Necessary
Preferred
Skills
Strong operations skills for handling absenteeism, attrition, shrinkage and floor monitoring
Customer centric and high focus on customer facing processes
Excellent grip on high end data and voice products
Excellent hands on experience in handling call center & complaint management operations for high end customers
Team management skills
Experience in handling a high potential dynamic teams
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Qualification
Graduate (Science/Business)
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Overall Work Experience
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Minimum 3-4 years of experience in the BPO segment with 2 years in a Team Leader position. Handling high end customer service call center and complaint management teams
Hands on experience in work force management, process reengineering, people handling and customer interaction
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Behavioural Attributes
Excellent people manager
Strong customer focus
Good analytical skills
Strong communication and interpersonal skills
Inclination towards innovation
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