Team Leader (customer Service – Voice)/Unique HR/Gurgaon

This job has been Expired
Unique HR
Job Overview

Managing a team of customer service agents.

Monitor and improve the performance of the team in terms of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction/ development.

Provide support to quality to drive process improvement by conducting individual coaching & feedback sessions and periodic one-on-ones that focus on improving customer satisfaction, communication and technical skills.

Operational responsibilities includes managing the KPIs and taking appropriate actions (e.g. break scheduling, arranging for overtime etc) through relevant & timely reports communicate performance related indicators to the team and management.

Coordinate among the team and build relationships.

Manage team effectively and become a successful interface between the assigned team and internal/external customers and/or company.

To participate in all front line activities (e.g. Buzz Sessions, Quality Updates, Calibration sessions, Process Updates etc.) to maintain/enhance knowledge of product.

Keep a check on Attrition & Absenteeism and making rosters

Job Detail
  • Career LevelManager
  • Gender*Both
  • Qualification*Any Graduate
  • Experience*3 Year- 8 Years
  • Salary*2 - 5 lacs