Team Leader - Backend

Job responsibility

• Responsible for handling teams in an operations of an integrated (calls/emails/complaints) contact center for Voice & Data products (including all KRAs and KPIs defined for this process) for Priority customers
• Handling of escalations on Voice & Data products
• Handling team KPIs/KRAs
• Keeping the team continually motivated in achieving the team goals
• Developing a strong bonding between the members in the team so that they can share the same collective goal
• Creating an environment of collecting, sharing and implementing of customer feedback
• Responsible for planning and execution of the day to day operational parameters of the team
• Ensure statutory compliance and compliance to all internal & external audits
• Develop high level of customer focus within the team
• Having a strong hold on absenteeism, attrition, shrinkage and floor monitoring
• Provide effective leadership and development amongst the agents of the contact center, including ER & floor activities
• Responsible to Cultivate a strong, informed, multi skilled and well-trained team
• Implement performance management and performance review processes
• Project & Initiative Skills required

Span of control: Geographic – Pan India

No. of reports (direct & indirect)- if any

Key Customer End customer, authorized signatories, clients Internal teams

Necessary Preferred

Skills

• Strong operations skills for handling absenteeism, attrition, shrinkage and floor monitoring
• Customer centric and high focus on customer facing processes
• Excellent grip on high end data and voice products
• Excellent hands on experience in handling call center & complaint management operations for high end customers
• Team management skills
• Experience in handling a high potential dynamic teams

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Qualification Graduate (Science/Business) ·

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Overall Work Experience

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• Minimum 6-12 years of experience in the BPO segment with 2 years in a Team Leader position. Handling high end customer service call center and complaint management teams
• Hands on experience in work force management, process reengineering, people handling and customer interaction

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Behavioural Attributes

• Excellent people manager
• Strong customer focus
• Good analytical skills
• Strong communication and interpersonal skills
• Inclination towards innovation

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