TL Operation: Uppal (WHO)

Job Title:

Team Leader - Operations

Job Description:

To lead a team of frontline agents on the Operations floor, maintain desirable performance and engagement levels and focus on constant improvement.

Required Job Experience:

Experience in handling teams of 12 20 agents in Operations

Experience in managing teams in a Chat environment is preferred

Excellent English speaking/writing ability

Certifications:

Any relevant certifications would add value

Competency Requirements: [Technical & Behavioral]

Excellent spoken skills and effectively communicates with the senior management and the client if required

Ability to understand team dynamics

Knowledge on Internet, working on Intranet Applications and MS-Office (preferably Excel) Analytics of data and PowerPoint Presentations

Excellent feedback skills. Help the agents minimize defects and provide effective resolution on calls

Depicting excellent probing, problem solving and sales techniques and set example for others

Able to coach the agent with various techniques and help achieve program metrics, should be a good advisor to our agents and have good knowledge of the product