Team Lead

Gratitude Inc

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2 months ago

Team Lead

5-7 Year(s)

Pampanga

Job Description

Key Skills

Analytical Quality System SLA Requirements Contact Centre Communication Skills client management collections experience

8 candidate(s) have already applied for this Job. Apply now

• Oversight on the team and ensuring daily BAU. Manage day to day operations functions of team management and performance delivery.
• Review and resolve issues.
• Meeting KPIs and client defined targets.
• Training and coaching on floor.
• Quality and feedback for team members for driving performance.
• Perform quality evaluations and provide coaching/feedback on performance to team members
• Process Improvement and increasing efficiencies.
• Communication with internal and external stakeholders
• Reporting and analysis on reports and avenues for improvement.
• Work in Collections target orientation environment
• Manage shrinkage & absenteeism; Attritions etc.
• Outlier agent support/management
• Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process stakeholders as required
• Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Taofik Teslim

Recruiter - Gratitude Inc

NA, nigeria

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