Team Leader

Aspirant HR Solutions

1. Should understand and know the working of a Hospital/Clinic, schedules of doctors etc.

2. Should have good communication skills, both written and verbal.

3. Must Languages English, Telugu & Hindi. Other regional languages will the plus points.

4. With minimum 1-2 years of Experience in leading a team of over 20 Call Center Agents

5. 3-4 years of working experience in a Hospital Call Center is Desirable

6. Understanding of Various Telephony softwares, CRM's is required

7. Should be a Graduate

Additional Responsibilities:

1. Leading and developing a team of 50 to 60 associates.

2. Staffing and Roster Planning.

3. Imparting domain training of new joinees.

4. Training and motivating existing employees.

5. Providing daily updates to the team.

6. Daily huddle with the team to provide and check the process knowledge.

7. Planning, assigning, and directing work.

8. Rewarding and disciplining employees.

9. Effective conflict resolution.

Quality Check:

1. Monitor Agents calls for accuracy of information and call handling standards.

2. Ensure that Agents are delivering a high level of customer service.

3. Feedback sharing with agents of the monitored calls.

4. Needs to provide training to the agent as required or weekly/monthly schedule.

5. Verify that agents are providing accurate solutions to customers.

6. Provide Supervisors and the Manager with regular performance feedback on the agents.

Basic Reports:

1. Preparing and sharing the reports of various activities.

2. Maintaining team productivity reports.

3. Maintaining call quality tracker for internal training and

Experience : 1 - 2 Years

No. of Openings : 1

Education : Any Bachelor Degree

Role : BPO Team Leader

Industry Type : Call Centre / BPO / KPO / ITES / LPO

Gender : Male

Job Country : India