Team Leader / Subject Matter Expert

Gvk Emergency Management And Research Institute Gvk Emri

2 - 4 years

3 Lacs

Kolkata West Bengal India

Posted:1 week ago| Platform: Foundit logo

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Skills Required

Subject Matter Expert Operational Excellence Engagement Support Customer Service Reporting Skills Training Development

Work Mode

On-site

Job Type

Full Time

Job Description

Team Leader / Subject Matter Expert

Role & Responsibilities:

Demonstrated ability
to effectively manage a team.
Must know
AHT (Average Handle Time), Attrition, Shrinkage, YTD (Year to Date)/MTD (Month to Date), etc.
Possess expert knowledge
of Operations processes and supporting tools.
Draw up action plans
for advisors requiring coaching or development.
Track attrition
and performance regularly.
Provide regular updates
to the Operations Manager regarding team performance.
Prepare various reports
.
Perform real-time monitoring
.
Manage a team
of at least 18-20+ executives.
Ensure staff engagement
and motivation at all times.
Be comfortable with
24*7 rotational shifts.

Preferred Candidate Profile:

2-4 years of experience
as a Team Leader in a Customer Service process, BPO, or Call Center.
Equipped with adequate knowledge
of Call Centre metrics, understanding & efficiently driving dialer and calling processes.
Ability to lead team members
, multitask, prioritize, and meet timelines of deliverables.
Ability to mentor
, coach, and provide direction to team members.
Willingness to work
in a flexible schedule.
Notice Period:
Candidates available to start soon will be considered favorably.

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