Team Lead - Priority Support Center
Tata Tele Business Services · Pune · onsite · Posted 69d ago
Undisclosed6–12 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
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
S 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
- 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
. Behavioural Attributes
- Excellent people manager
- Strong customer focus
- Good analytical skills
- Strong communication and interpersonal skills
- Inclination towards innovation
Disclaimer: This job description has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.
Sourced from naukri
Skills
Customer ServicePeople HandlingCustomer Centricanalytical thinkingcontact centerComplaint managementcustomer feedbackauditsCall Centeroperationsbpocomplianceperformance managementCommunication And Interpersonal Skills
About Tata Tele Business Services
Tata Tele Business Services
Telecom
25k+
employees
1995
31 years old
Mumbai, Maharashtra
India
₹10.4L PA avg
Avg at Tata Tele Business Services
About
Tata Tele Service Provides all digital solutions customized for your industry
Industries
Telecom
Employee ratings
10 reviews
3.6/ 5
Culture
2.4
Career growth
2.4
Work-life
2.3
Employees rate it well for
Overall Company36Compensation & Benefits35
Find them on