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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
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Pune Recruitment Center

IGT Solutions, Mantri Business Park, WING A, Ground Floor, Nagar Road Pune – 411014, Near In-Orbit Mall, Bus Stand-Pachwa Mail