Team Leader Job in Kochartech

Leading and developing a team of 20 CSAs; responsible for the overall performance management

Coordination and evaluation of the team as per defined process

Do floor walk to support team members during shift during peaks

Manage critical operational processes, with SLA responsibility

Drive quality and customer experience in the process

Work closely with Operations manager to meet operational targets

Identify customer impacting issues and implement solutions and process improvements to increase customer satisfaction rate.

Coaching and mentoring of team members and devise an action plan to groom them into future managers

Ensure compliance and security measures including IT Security are adhered to

Real time queue management to manage the customer requirements

Must have prior BPO Experience.

Graduate in any discipline

Min 2 years overall work experience (Preferred customer services experience), should have minimum 6 months experience working as Team Leader or equivalent role

Should be comfortable working in any shift

Must be fluent in English communication & written skills

Computer Savvy and proficient in relevant computer applications

24*7 and Rotational shift environment Male candidates should be open for night shift