Walkin today 21st, 22nd, 23rd Oct 09, Domestic, Customer Service Associate jobs

Posted on October 20th, 2009

Team Leader (Domestic Telecom Process)

Qualification: Any Graduate

Exp: 2-5yrs

Job Description:

-Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA. Consistently achieves all KPI’s and SLA’s set by the clients with strict adherence to Quality parameters.
-Floorwalks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
-Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
- Listens to calls and coaches the team to enhance performance.
-Monitors the calls taken by the associates and provides them feedback.
-Holds team briefing and de- briefings before and after each shift.
-Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
-Initiates and administers the rewards and recognition program for the team.
-Updates self regularly on the process changes, process manuals
-Ensures safe handling of systems and equipment provided.

Walk-in Date: 21^st to 23^rd Oct 09

Walk-in Time: 11:00am to 03:00pm

Company Name: iEnergizer

Location: Noida

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Walk-in Venue:
iEnergizer (Granada Services Ltd)
A-37, Sector-60,
Noida.

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