Hyd - BPO - Team Leader (Banking Inbound Process) Hyderabad

Job Description

Profile: Team Leader (Banking Inbound Process)

Sector: BPO

Location: Pocharam, Hyderabad (Work from Office only)

Transportation: 2-way Cab Pickup Drop Facility

Experience: Min. 1 yr. on paper experience as TL

Education: Graduation (any stream)

Salary: Up to 3.6 lacs CTC + Incentives

Shift Details: Rotational Shifts; 6 days working, 1 Rotational Week Off

Description
• Should have Hands-on experience in Team management and KPI's like AHT, Shrinkage, Attrition, Occupancy, Rostering, NPS/CSAT and DSAT calculations
• Should have managed Team and worked towards bottom quartile
• Manage Attrition and plan career mapping for Agents
• Track Team performance, Coach & mentor them on daily basis
• Pre-Post Briefing session, ensure timely completion & adherence of compliances
• Excellent communication & Team handling skills required
• Create an inspiring team environment with an open communication culture
• Set clear team goals, Delegate tasks, and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Discover training needs and provide coaching
• Listen to team members feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments