Sr. Team leader, Min 2 yrs exp, Mahape, Upto 6 lakhs p.a

Job Description:
Ensures adherence to contractual SLAs and manages the overall workflow within the team
Analyses existing work practices (system and procedural) – identifies and implements changes in areas of improvement
Maintains Customer Centricity at all times in managing queues, resolving issues & queries
Handles all team issues, (e.g. People Management, Conflict Resolution and Administrative)
Is responsible for ensuring Quality Controls and Checks are being carried out effectively
Focuses on all around development of SMEs and team members (Mentoring & Grooming) along with performance management
Facilitates liaison with clients to resolve issues and bridge Knowledge Gaps
Conducts regular feedback sessions with Team Members
Is responsible for carrying out appraisals of Team Members
Ensures Process Improvement activities are carried out on an ongoing basis and on time
Management & communication of system issues/outages to stakeholders
Change request management and follow up till closure
Candidate Requirement:
Minimum 2-year experience as a Team Leader from any International/ Domestic (Customer Service/ Inbound) voice process
Minimum 5 year of work experience in an International/ Domestic Voice process from BPO/ Contact Centers
Experience in a BFSI account is – Preferred
Proficient in MS Office – Excel, Word and Powerpoint and possess knowledge of GreenBelt, Lean Scheduling etc
Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools will be preferred
Usage Experience of E Wallets like (Paytm / Momikwik / PhonePE) and have functional knowledge of the product – Preferred
 
The candidates should have the knowledge of:
Shrinkage calculation
Attrition calculation
Occupancy
Roistering
Monitoring