Team Leader

A2 to A3 Or P1 to P2

• Average PMI (last 6 months)/PMS rating 3 and above
• 1 year of exp in the current role
• No Warning Letter issued in the past 6 months
• E-learning mandatory courses certified wherever applicable JD :
• Set up new callers as per client requirement / interact with HR Department for new recruitment (new department).
• Supporting training team to hold back new associates for end-to-end sales process.
• Daily interaction with Ops managers on set-up updates (dialler / IT / CRM development / HR hiring status).
• Continuous engagement with the customers till the documentation process as per the company requirements.
• Conducting sessions on Improvement and sharing guidelines to improve & achieve the defined targets.
• Ensure Staff is trained on product knowledge and provide details.
• Employee should be Graduate / Undergraduate.
• Handle escalated customer complaints where the Ops manager is not able to resolve the cases.
• Ensure high standards of quality are maintained in all customer interactions.
• Prepare detailed RCA of all cases as per predefined formats and present during escalation.
• Identification of customer pain points and highlighting process gaps found in the course of resolution for corrective actions.
• Daily Team attendance/vacation management
• Publishing hourly, weekly & monthly sales dashboards stating the performance report
• Provide all support to Team Leaders
• Daily & weekly meetings with all Team Members to discuss their achievements & mutually drawing plan to improve the weakness (especially in sales score ) 12/undergraduate