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Team Leader Operations for Ecommerce Process

Job Location – Pune

• Shifts- 24X7, 6 Days Working (WHO)
• Nature of Business- Voice, Customer Service, Inbound
• Process – Ecommerce
• No. of requirements - 10

Job Responsibilities-

• Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team.
• Team Lead may be required to be a part of Client Calls – Agent Focus Group Discussions.
• Team Lead has to re-inforce and drive all product related updates in team and handle escalated calls
• Team Lead has to download and maintain CMS reports – related to team staffing, AHT – track aux adherence and ensure discipline is maintained in team.
• Ensure that all compliance related to policy and procedures are adhered to by agents on calls.
• Team Leads are responsible for staff retention.
• Team Lead has to conduct and manage appraisal discussions (PMS) with agents.
• Quality/AHT/Sales/CSAT Metrics – Ensure timely download of process updates/product guidelines.
• Manage Attrition and plan career mapping for agents.

Essential Requirements

• Graduate in any discipline
• Excellent communication and analytical skills and MS-Office
• Open to work in 24X7 shifts.
• 6 Months to 2 Yrs. Of experience in Team Handling role
• Graduate would be preferred