Team Leader / Subject Matter Expert

Role & responsibilities

Demonstrated ability to effectively manage a team.

Must Know AHT, Attrition, Shrinkage, YTD/MTD ETC.

Expert knowledge of Operations processes and supporting tools.

Drawing up action plans for the advisors requiring coaching or developmentTracking attrition and performance regularly.

Providing updates to OPS Manager regularly with respect to the performance of the team

Preparing various reports

Perform real time monitoring

Manage a team of at least 18-20+ executives.

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Preferred candidate profile

• 2-4 years of experience as Team Leader at Customer Service process / BPO / Call Center

• Should equip adequate knowledge of Call Centre metrics, understanding & efficiently driving dialer and calling processes.

• Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables.

• Ability to mentor, coach and provide direction to team members.

• Willingness to work in a flexible schedule.

  
  

• Notice Period: Candidates who are available to start soon will be considered favorably