We have an opening for Team Leader

Job DescriptionGeneral Description of the Job1.

Providing quality and efficient customer service to customers through daily management of a team of upto 30 employees to include hiring, motivating, recognizing and rewarding, coaching, training and problem solving2.

Assist Team Manager with development, process improvement, analysis and implementation of efficiency or quality initiatives3. Monitor resource utilization & performance Role & Responsibilities 1.

Supervising the performance and providing daily direction to a team of Team Coaches and CSRs todeliver to Organization goals of Service standards and Productivity standards2.

Provide statistical and performance feedback and coaching on a regular basis to each team member.

Write and administer performance reviews for skill improvement.3. Achieve stretched targets and be able to take decisions and manage complex/ difficult conflictsituations with either customers or employees4.

Assisting Team Manager with process improvement initiatives by coordinating with either otherteams in the Company or within Customer Support for system efficiency enhancement projects,implementation on the floor of engagement programs, reward and recognition programs andstaffing , training and scheduling issues5.

Effectively manage customer escalations6. Ensure complete participation and contribution in organization/process level initiatives FTREnhancement, Absenteeism & Attrition control) that may be implemented from time to time toimprove quality and efficiency7.

Be available for employees that experience work and / or personal problems providing appropriatecoaching, counseling, direction and resolution Education Requirements/ Skills:

Any Graduate / MBA Minimum 1-3 years of experience as a Team Leader in a domestic/international BPO Strong interpersonal, problem solving, negotiating and verbal & written communication skills Strong computer knowledge and technical skills (including ease with multiple processes, applications, Excel, Word