CogentHub - Team Lead - Operation - Upselling Process - BPO

Team Lead - Operation Kolkata/Gurgaon II International BPO II Upselling Process

Role and Key Responsibilities:

- Responsible to meet all agreed client SLAs and performance parameters.

- At least 2 years of experience in people management role /2 yrs as Team Lead on paper.

- Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service.

- Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer.

- To embody the spirit of excellence through team building, able leadership and sound people management skills

- Identify areas of concern and under performance and take corrective measures.

- Responsible for development of team members- team motivation, up-skilling- career development

- Provide hands-on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring

- Single point of contact for the team and the senior management through effective communication on key deliverables

- Ensure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on data.

- Responsible for Customer/client interaction

- Assist in scheduling and time management.

- Allocate work and prioritize.

- Perform real time monitoring.

- Evaluate and coordinate operational, administrative, IT and HR issues for the team.

- Forward non- resolvable issues to the Operations Manager

- Team specific attrition and absenteeism management

- Team member performance management and identification of training opportunities.

Key skills and knowledge:

- Basic Banking Knowledge - International Voice Telecom Preferred

- Knowledge of Csat/NPS is desired.

- Team development

- Good excel skills.

- Ability to manage Team Performance

- Ability to impart effective feedback.

- Ability to work in a 24/7 shift environment.

Please apply or call @7899326333 for query