team leader operations in hyderabad

posted
contact
randstad india
position type
permanent
apply now

job details

posted
location
hyderabad, andhra pradesh
function
ITeS & BPO
position type
permanent
reference number
929214
contact
randstad india
apply now

job description

? Performance management for a team of minimum 5 contact center associates.
� Ensure team adheres to SOP and set quality standards.
� Empower team to meet service levels
� Conduct daily/weekly huddles on relevant process updates and team performance.
� Audit calls and conduct regular feedback/coaching sessions
� Participate in call calibration sessions and ensure stipulated calibration variance is maintained.
� Meet weekly calling target to maintain subject matter expertise
� Make follow up calls with potential leads
� Facilitate training sessions for new hires and cross-skill/refresher trainings based on requirement

Requirement:
� Team managing experience - minimum 3yrs
� Prior experience in sales and marketing calls in international contact center
� Ability to multi-task, set priorities and manage time effectively
� Customer focus and adaptability to different personality types
� Familiarity with CRM systems and practices
� Strong and effective communication and presentation skills
� Proficient in MS Excel
� Graduation in any field


Benefits
?Leading European MNC based at Hyderabad

Client Introduction
?Leading European MNC based at Hyderabad

skills

?"Team Leader Operations"
Team Lead Operations"
"TL Ops"
"Operations Management" "SLA"

qualification

? Performance management for a team of minimum 5 contact center associates.
� Ensure team adheres to SOP and set quality standards.
� Empower team to meet service levels
� Conduct daily/weekly huddles on relevant process updates and team performance.
� Audit calls and conduct regular feedback/coaching sessions
� Participate in call calibration sessions and ensure stipulated calibration variance is maintained.
� Meet weekly calling target to maintain subject matter expertise
� Make follow up calls with potential leads
� Facilitate training sessions for new hires and cross-skill/refresher trainings based on requirement

Requirement:
� Team managing experience - minimum 3yrs
� Prior experience in sales and marketing calls in international contact center
� Ability to multi-task, set priorities and manage time effectively
� Customer focus and adaptability to different personality types
� Familiarity with CRM systems and practices
� Strong and effective communication and presentation skills
� Proficient in MS Excel
� Graduation in any field