Team Leader/Intellect HR Pvt Ltd/Mumbai

This job has been Expired
Intellect HR Pvt Ltd
Job Overview

Be in charge of running and managing outsourced call center daily operation. Monitor SLA of TP such as answer rate, keylog rate or FCR (first call resolution) rate. Coordinate with team leader of outsourced call center by phone/ video conferencing or emails. (40%)

Understand all organizations products, services, procedures and guidelines and communicate same to all agents. 15%

Set targets for all call center agents (approximately 107 agents). 5%

Schedule shifts for agents to ensure that customers are never left unattended to. 5%

Prepare forecasts and budgets for the call center. Monitor all calls to ensure that procedures and quality standards are strictly adhered. Provide training to TP trainer who will facilitate and organize training session for all agents. Participate in recruitment of new call center agents 5%

Recommend and purchase gadgets to enhance job performance at the call center 5%

Conduct regular review of all call center agents performance and organize training sessions for under performers. 5%

Submit regular reports to management and seek new ideas and strategies to improve performance at the center 5%

Keep up with trends and happenings in the industry and ensuring adherence to industry standards 5%

Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times. 5%

Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members 5%

Job Detail
  • Career LevelOthers
  • Gender*Both
  • Qualification*Any Graduate
  • Experience*3 Year- 4 Years
  • Salary*Best in Industry