JOB DESCRIPTION

Job responsibility	Responsible for handling teams in an operations of an integrated (calls/emails/complaints) contact center for Voice & Data products (including all KRAs and KPIs defined for this process) for Priority customers Handling of escalations on Voice & Data products Handling team KPIs/KRAs Keeping the team continually motivated in achieving the team goals Developing a strong bonding between the members in the team so that they can share the same collective goal Creating an environment of collecting, sharing and implementing of customer feedback Responsible for planning and execution of the day to day operational parameters of the team Ensure statutory compliance and compliance to all internal & external audits Develop high level of customer focus within the team Having a strong hold on absenteeism, attrition, shrinkage and floor monitoring Provide effective leadership and development amongst the agents of the contact center, including ER & floor activities Responsible toCultivate a strong, informed, multi skilled and well-trained team Implement performance management and performance review processes Project & Initiative Skills required
Span of control:	Geographic - Pan India
No. of reports (direct & indirect)- if any
Key Customer	End customer, authorized signatories, clients	Internal teams

	Necessary	Preferred
Skills	Strong operations skills for handlingabsenteeism, attrition, shrinkage and floor monitoring Customer centric and high focus on customer facing processes Excellent grip on high end data and voice products Excellent hands on experience in handling call center & complaint management operations for high end customers Team management skills Experience in handling a high potential dynamic teams	.
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Qualification	Graduate (Science/Business)	.
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Overall Work Experience		.
Minimum 6-12 years of experience in the BPO segment with 2 years in a Team Leader position. Handling high end customer service call center and complaint management teams Hands on experience in work force management, process reengineering, people handling and customer interaction	.
Behavioural Attributes	Excellent people manager Strong customer focus Good analytical skills Strong communication and interpersonal skills Inclination towards innovation	.
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Team Leader - Backend