Team Leader Customer Service/tele-sales Job in Globiva
Team Leader Customer Service/tele-sales
Globiva
4+ weeks ago
- Gurgaon, Haryana
- Not Disclosed
- Full-time
Job Summary
Job Description: Team Leader/Assistant Manager - Tele-sales/Customer Service
Responsibilities and Desired Skills:
- Demonstrated ability to effectively manage a team.
- Must know key Call Centre metrics such as AHT (Average Handle Time), Attrition, Shrinkage, YTD (Year-to-Date), MTD (Month-to-Date), etc.
- Expert knowledge of Operations processes and supporting tools.
- Drawing up action plans for advisors requiring coaching or development.
- Tracking attrition and performance regularly.
- Providing updates to the Operations Manager regarding team performance and any issues faced.
- Initiating CAP (Corrective Action Plan)/DAP (Disciplinary Action Plan) as required.
- Monitoring team performance and enabling development opportunities through participation in various initiatives.
- Preparing reports, incentive sheets, etc.
Skills Required:
- People Management.
- Excellent verbal, written, and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Proficiency with Microsoft Office (intermediate Word, basic Excel).
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Ability to multitask and successfully operate in a fast-paced, team environment.
- Extensive experience in team handling within Operations.
Experience:
- Total Experience: 2+ Years
- Team Leader Experience: 1+ Year
- BPO Experience would be an added advantage.
Working Days:
- 6 Days Working
Education:
- Any Graduate
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