Hiring Team Leaders for Domestic voice process.
JOB Description :
KEY PERFORMANCE INDICATORS
1. People Management
Enables and motivates team members to deliver exceptional customer experiences through ongoing support, development, empowerment and positive reinforcement.
Engage with team members treating them as individuals.
Coaches the team in order to ensure the quality of customer experience meets the appropriate standard
Measures and manages the team to meet performance targets
Communicates information in a timely, relevant and accurate manner to all team members
Ensures that all Human Resources policies and procedures are observed
Participates in the recruitment of Advisors
2. Communication and Feedback
Conducts regular scheduled team briefs
Ensures feedback is given to Advisors with regards to their performance
Ensures all relevant business communications are cascaded in a simple and timely Manner
Reporting and Administration Review and track team attendance and schedule adherence
Update, track and record performance of team members
Compile and send out reports
3. Customer Experience
Leads by example in driving the culture of customer centricity
Ensures continuous improvement to customer experiences by investigating and addressing root causes
Celebrating and sharing examples of exceptional customer experiences
Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards.
Uses initiative to find suitable solutions that benefit the customer and the business.
Ensures own product, system, process and policy knowledge is current.
Salary: ₹ 2,75,000 - 3,75,000 P.A.
Industry: Call Center & BPO
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