Team Leader - operations Jobs in Bangalore - Autosense Pvt Ltd

• Position Description:Team Leader
  
• Experience:2 to 5 Years
  
• LOCATION:Bangalore
  
• REPORTING TO: Centre Manager
  

Summary of Responsibilities             

• Team Leader should be flexible to work in both inbound/outbound campaigns.
• Team Leader is primarily responsible for Campaign Management, driving Team’s performance/KRA, Call Quality, Attrition and Shrinkage Management, meeting monthly set targets/KPIs and handling any other Adhoc process requests.
• Should manage all Daily reports independently. Will be responsible to validate interval wise reports. Should identify errors and coach agents to avoid further repetition of errors.
• Responsibilities include monitoring agent’s performance and coach them accordingly to bring their learning curve up.
• Set Goals for the Team and help them achieve the same.
• TL should be well worse in soft skills, telephone etiquettes, product training (post training), PPT, Excel formulas, all Operational formulas (AHT, Manpower calculations, Shrinkage, Attrition, Variances, etc.)
• Should take the ownership of the process improvement and work towards achieving desired output.
• Should audit calls and share timely feedback with agents to track their improvement.
• Should focus on bottom quartile and improve their performance. Should be unbiased in Team handling.

Knowledge & Skills Required

• Excellent communication and presentation skills
• Relevant experience and knowledge in Operations (Min 10-12 months of TL experience).
• Ability to coach any individual with skill or a will issue
• Should have good aptitude, problem-solving skills and analyzing skills
• Conduct briefings and de-briefings updating the Team with all product updates.
• Provide floor assistance and ready to handle any escalation calls
• Ready to do role model activities like call handling, presentations, irate customer handling, etc
• Develop coaching plans, session plans, analyze performance trends, find RCA and take corrective and preventive measures.
• English and Hindi are mandate with any other regional language
• Should behave professional and promote positive energy on the floor.
• Problem solving, content development, superlative delivery skills
• Should be flexible to work in rotational shifts and rotational offs.
• Should have the ability to clear TTT which will be conducted post Product Training.

Academic/Technical qualification:

• Any graduate from a recognized University/Institute
  
• Team Leader experience is mandate
• Excellent in MS Office.
• Should be good in Operational Metrics (Calculations)