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Immediate Requirement for Team Lead / Assistant Manager for Outbound Voice and Non-Voice Process Operations.
Must have 1-2 years of experience as Team Leader or a minimum 1-year experience as Assistant Manager in Operations (Outbound Sales or Collections Voice Process).
· Achieve monthly span targets
· Manage day-to-day operations.
· Escalation management & coordination with multiple teams
· Improve utilization & efficiency.
· Handle escalations which were not solvable by L1/L2 executives.
· Manage a team of 10 to 50 people
· Maintaining MIS & performance reports
· Should be willing to work in shifts
· Responsible for performance of new hires as well as current employees.
· Responsible for voice, accent & culture training.
· Develop and update contents training manuals, Presentations, handouts etc.
· Gathering information and identifying essential information needed for satisfying the needs of the Team Members.
· Structuring or classifying multiple pieces of information.
· Organizing information to develop a better approach to Training
· People management & Team hiring
· Understanding of Quality & implementation of feedback.
· Experience in working with CRM, Telephony systems are a must.
· Excellent with language and communication skills.
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