Job Description

Job Specification: The incumbent would be part of the team and the primary responsibility will be to manage the operations team and ensure meeting the stated SLA as per MSA / SOW. The role will include allocation of workshare within the team members, manage escalations and complaints from customer, interact with clients on a continual basis for resolution, participate in weekly review meets, attend meeting and training etc. Key function also includes to conduct daily meetings with the team, share process updates, conduction one on one performance review, maintain daily / weekly / monthly reports and drive compliance across the team.
The skills we seek in you:
Ideally, you will have the following experience: Shift General shift -Day Shift Voice/Non-Voice Voice process Int/Dom Domestic Weekly off Any 1 week off rotational Qualification min 10+2 is mandatory Open for relocation NO Key skills Over all 3+ years of experinces and min 1 years as Team lead (sales)from BPO Round of interview 2 Round of interview JD: Over all 3+ years of experinces and 1 years as Team lead (sales)from BPO Need good communication skill from Sales background Domestic process

• Ensures adherence and meeting the contractual SLA\xe2\x80\x99s consistently
• Manage the incoming workflow along with focus on team efficiencies (Productivity)
• Drive Quality and compliance within the team and inculcate customer centricity
• Manage customer escalations, identify the issue, prepare and share the RCA
• Drive team performance to achieve the performance benchmark and strive for excellence
• Identify areas of improvements within process / team and implement changes in required areas
• Is able to communicate clearly, both written and in speech and works accurately and with eye for details
• Drive team performance through constant feedback and guide through career progression
• Responsible for managing and ensuring on the communication of system issues/outages to all stakeholders
• Raise and follow through on the change management request
• Ability to manage work efficiently with minimum guidance
• Source and implement ideas for ease in day to day operation.

Mandatory:

• Excellent communication and team management skills
• Excellent customer and client relationship skills
• Commitment to achieve deadlines provided and result oriented
• Ability to make sound judgment & be decisive
• Logical thinking and attitude for learning
• Delight customers, and go above and beyond the call of duty
• Has empathy for the customers situation
• Works with highest degree of accuracy and with eye for detail
• Build a long-term relationship with the customer in the best interest of both customer and client
• Able to work under pressure and with stringent timelines during times of need in rotational shifts/day and even on regional holidays

Job Types: Full-time, Regular / Permanent Salary: Up to 600,000.00 per year Schedule:

• Day shift

Supplemental pay types:

• Performance bonus

Experience:

• total work: 3 years (Required)
• Team leader Sales: 1 year (Required)
• SLA: 2 years (Preferred)
• BPO industry: 3 years (Preferred)
• sales process: 3 years (Required)

Speak with the employer
+91 9594474184