Team Leader- Contact Centre

Location: Bengaluru
Discipline: Banking & Finance, Regulatory Reporting
Job type: Permanent
Contact name: Rupali Thakur

Contact email: rupali.thakur@crescendogroup.in
Job ref: 39945
Published: 4 days ago

Designation: Team Manager – Contact Centre

No. of positions:2

 

Primary Responsibilities:

 

  • 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

  • Service delivery

  • 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.

 

Minimum Qualification:

 

  • Graduate/Post Graduate (Preferably Commerce).

  • Good academic record (50% or above).

  • Excellent communication skills (Verbal and Written).

  • Strong analytical skills

 Work Experience:

  • 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.

 Certifications:

 

  • Certification in six sigma or any insurance based certification should be an added advantage