Team Leader Operations|| International Process|| BPO|| Pune

Team Lead Pune 24*7 What this Job Involves As a Team Leader in our 24-hour Airline Contact Center, you will play a pivotal role in ensuring the smooth operation of our customer service team around the clock. As Team Lead in our multilingual BPO center you will be the expert transforming TL goals into daily team play. You will have a key role in helping our teams constantly perform at international quality level standards
Job Description

• Excellent writing and speaking skills in English is required on a B2 level
• Manage team of 15 20 Team Members
• International BPO experience required
• Managing Team Performance Productivity // Quality // Shrinkage // Attrition
• Coaching new team members
• Review processes and come up with recommendation which can help to improve overall performance / CSAT
• Identify TNI and bridge process gaps
• Weekly monitoring and coaching to team members
• Floor support and handling escalations
• Manage and achieve IC targets
• Maintain AHT levels as per the given targets for different tenure bucket
• Basic knowledge of computers and MS excel
• Experience in handling a team and ability to manage team members and subordinates -

Preferred

• Strong supervisory skills
• Excellent written and verbal communication skills in English
• Organized and Methodical
• Ability to motivate and inspire teams
• Location Pune
• English B2
• WFO
• 5 days working 24*7 Rotational shift
• Mentor and train junior team members
• Liaison with client(s) for proposing and adopting Quality improvement initiatives

Requirements:

• Language Skills: Fluency in English at B2 level (both written and spoken)
• Team Player: Ability to collaborate with team members and contribute to a positive team environment.
• Flexibility: Willingness to work in shifts and adapt to changing schedules based on business needs.
• Minimum 1 years as Team Lead Role
• Graduate

Regards: Sonam Singh

sonam.singh1@igtsolutions.com