We are a Business Process Management Solutions & Services Company based out of Bangalore, looking for a qualified team leader to manage a team and provide effective guidance. You will be responsible for supervising, managing and motivating team members on a daily basis. You should also be able to act proactively to ensure smooth team operations and effective collaboration with cross functional teams. Ultimately, you should lead by setting a good example and engage the team to achieve goals. You will be the POC for the client.

Deliverables:

• Act as the in-charge of managing the outbound / In-bound calling activity by the team members and manage daily operations of the team.
• Monitor the calls to ensure that due procedures and quality standards are strictly adhered by the calling team members. Work closely with the Quality Analyst to bring in necessary changes in the process and people.
• Set clear team goals. Set daily targets; Delegate tasks and set deadlines
• Escalation Management
• MIS Reporting – Both client & Internal.
• Setting and monitoring KPI
• Process Improvements – By learning the trends and domain.
• Create an inspiring team environment with an open communication culture. Listen to team members’ feedback and resolve any issues or conflicts
• Monitor team performance and report on metrics. Conduct regular review of team members 'performance and organize training sessions for under performers.
• Recognize high performance and reward accomplishments
• Suggest and organize team building activities. Encourage creativity and risk-taking
• Take calls that your agents cannot handle and be available when a tele -caller / team member needs your assistance.

Core Competencies:

• Hands-on experience in CRM solutions; Experience in creating and managing campaigns
• In-depth knowledge of performance metrics
• Excellent communication and leadership skills
• Organizational and time-management skills
• Good knowledge in MS Excel
• Decision-making skills

Qualification:

• Any bachelor degree
• Proven work experience as a team leader or supervisor in Banking domestic call center (1-2 Years)