Customer Service Team Leader

 · Responsible for team mentoring.

· Keep track of schedule adherence. Providing real time Floor Support to agents taking calls

· Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge

· Motivating the team members to achieve targets set by the company taking the key metrics into consideration.

· knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.

· Taking regular sessions briefing mentees on critical issues affecting process as and when directed.

· Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene.

· Contributing in offering recommendations for process product improvement to the Delivery Manager.

· Taking regular pre and post shift huddles discussing high and low pointers.

· Providing Floor support to agents and providing other assistance as the Backup for the Team Leader 

· Have as least 01 year experience in Team Leader position.

· Excellent communication skills Good understanding of system resources and allocation Flexible to work.

· Open to work in rotating shifts and weekends

· Ability to work under pressure Target Oriented Team Management Skills Good team mentor

· Professional work attitude and eager to learn

· Yellow belt certification would be highly desirable

· Action Oriented, Integrity and Trust, Perseverance

· Command Skills, Problem Solving, Drive for results, Standing along and Directing Others

· Managing & measuring work

·Good in English

Will be discussed on the interview