Team LeaderFull time position in Operations teamBased out of Hyderabad, 
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Job Description

Experience: 1 – 2 Years
Skills: MS Excel, Report to assess, CRM Tools, Floor Management, Voice processing
Industry: ITES/BPO
Functional Area: Customer Service/Call Centre/BPO
Personal and professional skills to possess
· Strong interpersonal and leadership skills.
· Can handle people with different personalities.
· Open to shifting schedules - Flexible
· Gives attention to details.
· Target oriented
· Self-driven & motivated
Roles and Responsibilities
· Managing an average team size of 30 members.
· Need to be approachable and supportive towards the team. Also should have the ability to motivate the team in a right way to get the targets met.
· Attrition and Absenteeism Management.
· Prepare Schedules for the teams and ensure attendance is marked before the end of day
· Compliance to login, log out & scheduled breaks of agents.
· Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
· Work very closely with team members to solve customer problems.
· Acts as a point of contact for the resolution of customer escalations, enquiries and complaints
· To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivity.
· Maintaining SAs target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team.
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