Job Description

Principle Accountability (Key Result Area):

• Responsible for smooth and efficient day-to-operations within their team . The objectives of this role is to drive qualitative performance effectiveness and superior customer experience of his Team. Responsible to coach assigned advisors on observed areas for improvement with respect to product, process, soft skills and communication
• Metrics & Performance Management
• Operational : Should achieve ASA, AHT, Schedule Adherence, Attendance & Login hour's target for the team
• Quality : Ensure team achieves FCR, C-SAT & Quality monitoring targets
• People : Responsible for employee morale, absenteeism & attrition
• Operations
• Audit calls on a daily basis for team and provide feedback
• Keep a close track on FCR and critical call parameters on Operational & Quality scores. Review/coach Advisors on the same
• Daily Briefing on changes and issues that affect customers or the team, or ensure that staff has accessed to this information
• Encourage and implement best practice across the team
• Managing Team Performance by monitoring of CSEs and providing instantaneous feedback
• Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc
• Track and monitor adherence ,roster & break
• Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations
• Use the performance information to provide positive reinforcement of behaviour or skill
• Use information provided by the quality team to provide feedback to individual CSE
• Provide assistance to other work units when required, particularly in the management of queues
• Identify ways to improve skill issues that face the team as a whole, and action accordingly
• Participate in Companywide projects/assignments, which could include working on curriculum updates/revisions

Standards for Measuring Success:

• Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision
  Ability to build rapport with others and create a team environment
  Strong communication, motivational , time management skills , Ability to work flexible hours (all shifts)
• Ability to audit calls and coach for performance
  Ability to analyse quality scores and operational matrices and create Plan of Action with measurable changes within timelines
• Competencies :
• Customer Service Orientation , Written / Oral Communication skills , Planning & Organizing , Problem Solving , Leadership skills & Team Work .

Tools & Resources Required :

• Standard office and computer equipment.

Environmental Attributes:

• High work pressure.

Attitude :

• Positive
• Employee-centric
• Fast paced and prompt
• Energetic and Enthusiastic

Skiils:

• Analytical Skills
• Computer Literate
• Able to work under pressure
• Good communication skills
• Strong influencing skills
• Excellent interpersonal, verbal and written communication skills
• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
• High standards of personal ethics and integrity
• Strong negotiation as well as operational skills
• Hands-on involvement in all aspects of the job

Knowledge:

• Qualification: Graduate (No Diploma Holders)
• Experience: 2-3 Years’ experience as a Team Leader in BFSI Process

Time and Venue

21st December - 25 December , 9.30 AM - 5.30 PM

119, Rupa Solitaire, Millennium Business Park, Sector I, MIDC Ind Area,Mahape, Navi Mumbai-400710.

Contact - Pushpa Koli ( 8657416676 )

Skills Required: Outbound Sales,Team Leading