Job Description

1- Quality and Ownership for particular circle.

2- Should have the maturity and experience to manage high  skilled resources and serve as a strong second line

3- Min 1-2 Years of experience in a domestic BPO / Outbound Sales   process  at Team Lead level

4- Voice/Sales experience in a TL role is a must



5- Should have the required expertise and analytical skills to provide strategic process improvement inputs - (Operational excellence)



6- To own and drive and develop the team members for being effective in their role.

7- Ability to create a conducive and stimulating work environment

8- Attrition & Absenteeism management & ownership



9- Need to work towards enhancing the customer experience and overall service delivery.

10- Meeting client expectation and process metrics.

11- Lead continuous improvement initiatives for the process

12- Understanding of the situation and capability to address issues

Desired Candidate Profile

1- The candidate should have Relevant Experience for a sales process.
2- The candidate should be Able to manage and lead a team of 30-35 agents.
3- Effective performance planning for self and team, time management and self organization
4- Coaching and Feedback
5- Should be Able to achieve stretched targets and able to take decisions and manage complex/ difficult employee's situation.
6- Handle escalations (team and client)
7- Work as a Single point of contact for all non-operations departm

Key Skills

Key Skills

. Team Leader TL ATL Team HandlingOperations Team Handling Acting Team Lead FTLTech Lead Process Head

Qualification

. Any Graduate

Additional Qualification

. Not Mentioned

Industry

. BPO/KPO/LPO/ITES/CRM/Transcription/E Learning

Functional Area

. BPO/ITES/KPO/Customer Service/Technical Support

Job Role

. Team Leader/Project Leader

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