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Team Leader

Company name confidential
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  • Posted a month ago
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4-10 Years
INR 4 - 7 LPA

Call Center

Job Description

Role and Key Responsibilities:

Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery

Identify performance related issues, develop an action plan for improvement and implement corrective actions.

Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations.

Communicate expectations to employees and provide timely updates.

Provide subject matter expertise in handling escalated customer calls as needed.

Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.

Stay current on internal work processes, policies and procedures. Attend required manager development training.

Promote CNX values- walk the talk and lead by example.

Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.

Ensure that the operations is in compliance with active contracts

Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.

Key skills & knowledge:

Associate degree in related field with two to four years of relevant experience preferred.

Highly motivated individual with skills to develop and coach team members to achieve performance expectations.

Work well under pressure and follow through on items to completion.

Excellent oral and written communication skills

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.

2+ years experience in the Travel / Aviation field - preferred

Bachelor of Science (B.Sc), Bachelor of Arts (B.A), Bachelor in General Studies (BGS), Bachelor of Applied Science (BAS), Bachelor of Health Science, Bachelor of Music Education (B.M.E.), Bachelor in Hotel Management (B.H.M), Bachelor of Liberal Arts (BLA/ALB), Bachelor of Social Work (B.S.W), Bachelor of Music

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Date Posted: 31/12/2024

Job ID: 103861965

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Last Updated: 08-01-2025 00:16:23 PM