Hiring Team Leader For TBSS Tata Business Support Services Jobs in Chandigarh - Arch Recruiters

 JOB RESPONSIBILITIES :

• Analyze  various reports to enhance productivity and conversions
  

• Motivate and implementation of the company R & R programs.
  

• Improve quality of service and increase client delight.
  

• Achieve KPI and productivity targets for the team.
  

• Monitor and maintain quality of interaction with customers.
  

• Prepare and submit periodic Team performance reports.
  

• Prepare and maintain appropriate TL documentation @ regular interval as per ISO standards.
  

• Call handling to develop first hand sensing of customer pulse and manage irate customers.
  

• Audit Calls and identify the training requirements of each Team Member.
  

•  Motivating each Team Member, guiding, monitoring their performance and implementing corrective
  
•  Actions as required.
  

•  Identifying the training requirements of each Team Member and providing the same in the appraisal
  
• Sheets.
  

•  To ensure that at no point in time the team lacks supervision.
  

•  Real time monitoring of CMS for the team to answer maximum numbers of calls.
  

•  Handling team & shop floor escalations calls and providing end to end resolutions.
  

•  Attending call calibrations with quality and training team.
  

•  Preparing monthly TL review to gauge individual and teams performance.
  

•  Client interaction as and when required; incorporate feedback into the system.
  

• Give timely & real time feedback with a view towards improving Operational and individual efficiency.
  

•  Administratively manage a team of Customer Service Executives along with their performance.