Designation: Team Manager – Contact Centre
No. of positions:2
This position will serve as a key member of the Customer Service Team of Gallagher Service Center LLP.
Will be reporting to the Process Manager.
This position will require an individual who has a previous and demonstrated ability of success in
Proven people management skills
The Team Lead will be responsible for understanding operational requirements, researching best practices, assist with the design and implementation of new processes and tools.
This position will require the ability to cultivate a team environment that provides exceptional customer service and ensuring all staff members perform at a consistently high level.
This position will require the ability to motivate, instill accountability and achieve results.
This position will require monitoring the effectiveness of a team of Process Associates.
This position will require the ability to prepare MIS reports.
This position will require the ability to interact with Customers and manage their queries.
This position will require providing day-to-day coordination on the activities of the team.
This position will require attending and responding to written/electronic correspondence.
Should be only from an international voice background.
Graduate/Post Graduate (Preferably Commerce).
Good academic record (50% or above).
Excellent communication skills (Verbal and Written).
Strong analytical skills
4-8 years of experience in International Voice Process with excellent command over English (comprehension and conversation)
Should be TL\AM on papers for at least 2 years.
Should be managing a team of minimum 15-20 agents.
Skills & Competencies:
The candidate has to be a quick learner, high on energy and must have a flair for customer processes & manage client escalations.
Should have an eye for details to provide logical reasoning
Proficiency in Microsoft Office (especially Excel and PowerPoint)
Should be able to manage stake holders with ease keeping company policies in mind.
Certification in six sigma or any insurance based certification should be an added advantage