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Hiring for Urgent Requirement of Team Leader for the Banking Process (hyderabad) Hyderabad for Exp. (Job in Hyderabad Secunderabad)

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Job Description:< b> Position Summary:< /b> < br> < br> < i> The team leader is expected to be responsible for overall performance of his team members. The team leader will manage his teams attendance, performance delivery and quality of the delivery. S/He will also act as a Subject Matter Expert (SME) on the product and processes. < /i> < br> < br> < div> < b> Roles and Responsibilities:< /b> < /div> < div> < br> < /div> < ul> < li> Managing an average team size of 17-20 members.< /li> < li> Need to be approachable and supportive towards the team. < /li> < li> Achieve targets of sales and service.< /li> < li> To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivity< /li> < li> Attrition and shrinkage management. Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team.< /li> < li> Prepare schedules for the teams and ensure attendance.< /li> < li> Compliance to login, log out & amp scheduled breaks of agents.< /li> < li> Ability to evaluate calls, coach and provide feedback.< /li> < li> Responsibility for delivery of the defined customer experience in every interaction. < /li> < li> Work very closely with team members to solve customer problems.< /li> < li> Acts as a point of contact for the resolution of customer escalations, enquiries and complaints from external and internal customers.< /li> < li> Ensure all Company policies and procedures are implemented consistently and fairly.< /li> < li> Conducting performance appraisals for the team.< /li> < li> Demonstrates high levels of integrity and personal standards in all work related situations< /li> < /ul> < br> < br> < div> < b> Education & amp Experience:< /b> < br> < /div> < ul> < li> Graduates with relevant experience< /li> < li> Minimum 1 year of experience as Team Leader. Contact center experience mandatory.< /li> < li> Preferably from BFSI Customer Service. < /li> < /ul>

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Posted on: Monday, 01 April, 2019  03:46
Expires On: Tuesday, 27 June, 2023  18:30

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