Educational Qualification :- Must Be a Graduate
Administratively manage a team of Customer Service Executives and monitor their performance.
Motivate and recognize them through implementation of the company R & R programs.
Improve quality of service and increase client delight.
Achieve service level and productivity targets for the team.
Analyze calls to identify the root cause of complaints.
Monitor and maintain quality of interaction with customers.
Prepare and submit periodic reports.
Call handling to develop first hand sensing of customer pulse and manage irate customers.
Audit Calls and identify the training requirements of each Team Member.
Brief Person specifications for the role:-
One year of Customer Care experience in a BPO, preferably being on Team lead position and manage a team of Customer Service Executives and monitor their performance.
Excellent oral, written, inter-personal and communication skills.
Exceptional listening and analytical skills
Demonstrated ability to work well in a team environment.
Dedication to provide exceptional customer service.
Transaction Monitoring :- Monitoring of calls/emails/dockets as per aligned targets
Languages -English,Hindi ,Tamil/Telugu
Skills :- Good communication skills with process knowledge
Excel in Excel :- Collating data and creating reports that would provide Daily operational feedback to the client as well as internal management on the operations.
Implementation of Key Initiative :- Plan and drive initiative to improve the process performance.
Timely decision :- Understand customer expectations and build in the required changes into the processes.
Salary: INR 2,00,000 – 3,00,000 P.A
Industry: BPO / Call Centre / ITES
Functional Area: IT Software – Application Programming, Maintenance
Role Category: Team Lead/Technical Lead
Role: Team Lead/Technical Lead
Keyskills: Customer Service, Customer Care, BPO, Operations, Calling, Team Leading, Team Leader, Floor superviser, POD lead, Inbound call center, Pre Paid process, TL
Openings for Team Leads- Tamil Process
1 – 3 YearsHyderabad / SecunderabadINR 2,00,000 – 3,00,000 P.A
Education:UG -Any Graduate – Any Specialization, Graduation Not Required
PG – Any Postgraduate – Any Specialization, Post Graduation Not Required
Doctorate – Any Doctorate – Any Specialization, Doctorate Not Required
Tata Business Support Services (TBSS) was set up in 2004 to address the huge internal customer service needs of the Tata Group companies. It endeavours to be a long term partner in addressing all aspects of the outsourcing requirement of its clients. We cater to multiple industry verticals and provide multi channel service delivery including voice support in 10 different languages out of our world-class centers at Pune, Hyderabad and Mohali in India & USA centres at Florida and Ohio. We employ a 5000 strong skilled workforce across the globe that provides 24×7 support to our valued customers with expertise in multi-channel and multi-lingual service delivery. We specialize in Voice based in-bound and out-bound interactions and interactions through E-mail, Chat and Collaborative Web sessions.
Contact Company:TATA Business Support Services Ltd