Team Leader Jobs in Pune - For A Client Of TeamLease Service Limited

Job Purpose:-

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OverallGoal:

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nbsp; nbsp; nbsp; Driving the KeyPerformance Indicators of the team, viz Service Levels , Average Handling Time,Talk Times, AUX Times , on the floor of the Call Center during the assignedshifts.

nbsp; nbsp; nbsp; Consistentlydelivering on the defined Service amp; Sales productivity targets for theassigned team

nbsp; nbsp; nbsp; Ensuringappropriate handling of escalations and judicious utilization of financial amp; non financial authority for authorizing nbsp; - reversals, referals ,instructions according to Audit guidelines during the shifts assigned andacross the teams assigned..

nbsp; nbsp; nbsp; Team building amp;motivating assigned agents towards sustained achievement of performancestandards and Unit goals and ensuring minimal attrition.

nbsp; nbsp; nbsp; Ensuring assignedteam’s nbsp; compliance to laid down processes and guidelines.

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So that, excellent customer service,optimum productivity and efficiency of the team members are achieved.

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Key Result /Responsibility Areas:

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Team Productivity amp; Service Standards:

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nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;DrivingTeam productivity measures amp; service standards on the floor.

nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Manageadherence to schedule for the team nbsp; nbsp; -Timely Logins amp; Staffed Time through smart shift management and breakmanagement.

nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Handleunscheduled offs and ensure timely replacement.

o nbsp; nbsp; nbsp;Half Hourly adherence to Service levels(Min 85%) during assignedshift

o nbsp; nbsp; nbsp;Staffed time for agents to meet benchmarks

o nbsp; nbsp; nbsp;Timely logins

o nbsp; nbsp; nbsp;ATT/AHT to be below benchmarks approved by business/channel

o nbsp; nbsp; nbsp;Aux/Hold Management

o nbsp; nbsp; nbsp;Call Pitch In, based on requirement (about 10 calls/day).Ensure that allmanaged portfolios

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Sales amp; Revenue Productivity:

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· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Cross selling of the banks products as per plan and targets forthe team

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· nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Salestarget achievements across products assigned for the team- Sold per 100 calls:

• Term , DAE , PL2CC
• General Insurance
• Life Insurance
• CASA
• Retail Assets
• Limit enhancement
• Upgrade

Retention(Inbound)- Retention success Performance v/s agreed Targets for Unit.

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Best in ClassCustomer Call Experience on the floor

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nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Propercall handling and 100% accurate resolution on Calls received at the Call Centerduring the assigned shifts.

nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Agentquery/doubt handling on floor

nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Escalation handling nbsp;

nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Coaching and Feedback sessions for the team handled.

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o nbsp; nbsp; nbsp;Nil/ Minimal complaints by customers on improper / erroneoushandling during the nbsp; supervising shift.

o nbsp; nbsp; nbsp;Nil complaints post handling of the escalations. Nil deviations onTAT/No Action

o nbsp; nbsp; nbsp;Error-free amp; on time logging of complaints/requests/data nbsp;by team of agents handled.

o nbsp; nbsp; nbsp;Ensure agents provide complaint docket number (CDN).

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Shift Supervision nbsp; Responsibilities

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• Coverage of assigned shifts as a Shift Supervisor on rotational responsibilities for managing during the hours beyong 9.30 – 5.30 in all locations that work beyond 12 hours , and wherever required

o nbsp; nbsp; nbsp;Timely presence during the allocated hour.

o nbsp; nbsp; nbsp;Nil errors in Authorization/CAD.

o nbsp; nbsp; nbsp;Nil exceptions on First level escalations during the hours beyond9.30-5.30 in wherever the center works more than 12 hours.

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Operations/ Audit amp; Compliance:

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nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Error-freeand timely execution of customer instructions.

nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Teamcompliance to audit guidelines on password sharing ,ID usage and updations..

nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Carry out defined operational activities -inputting of variouscustomer requests, like, IPIN, TIN, FD, RD, DD/MC etc, as per audit guidelinesonly.

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o nbsp; nbsp; nbsp;Nil Audit exceptions on the following

• Nil exceptions on waivers / reversals basis approved CAD.
• Mobile/Pen/Paper usage nbsp; where ever applicable.
• Compliance to audit stipulations on ID creation / deletion for assigned team.

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Team Management:

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· nbsp; nbsp; nbsp; nbsp; Teambuilding and motivation -Building the team in terms of service / sales /quality culture by leading by example.

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• Minimal attrition %
• Minimal Unscheduled absenteeism
• Ensure nil/minimal(not more than 1-2) pending of com off at the end of every month.
• Consistent performance of the team

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Reportingof local data /MIS for team/unit:

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nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Accurateand objective reporting of team statistics within specified TAT and format.

nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Wheneverassigned rotating responsibilities within unit for reporting

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o nbsp; nbsp; nbsp;Nil errors and exceptions.

o nbsp; nbsp; nbsp;Nil delays in reporting

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Back up Responsibilities amp;Projects

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nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Playthe role of back up to Team Manager and peer Team Leaders nbsp; across shifts,Holidays,leaves.

nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Ensurethat speed of execution and timely updates and completion of all projects thatget assigned

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Administration:

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nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Supportadministrative related activities to ensure all administrative guidelines areadhered to- overall discipline and decorum of the Center.

o nbsp; nbsp; nbsp;Discipline and adherence to Bank policies and guidelines.

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Supervision Received:

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Team Manager / Service Delivery Manager /Unit Head / Region Head

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Competencies:

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nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Product/ Process / System Knowledge

nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Planningand Organizing Skills

nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;TeamManagement / Interpersonal Skills

nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Salesand Influencing Skills

nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp; nbsp;Communicationskills