Cal Center Team Leader

JOB DESCRIPTION

- Handle a team of 10 to 20 Call Center Agents.- Communicate the shift timings to the advisors- Mark Attendance for the team and shift- Cascade updates or information to the team through buzz session or nominate a team member to conduct the same.- Monitor calls - Conducting one on one sessions & team meetings- Provide feedback and coaching to the advisors.- Study the team data to analyze and draw trends- Track attrition and performance regularly- Handle escalations - Conduct quarterly audits for leave cards and other documentation.- Provide updates to Team Manager regularly with respect to the performance of the team and any issues faced by them. - Initiate CAP/DAP/EDP as required- Co-ordinate with the Quality Team on quality improvement- Real time queue managementRequirements - Arabic Speaker with very good English is a must - 4-5 years of experience in Call Centers, 1 - 2 years of experience as a TL - Ability to adapt to change and work in a fast-paced environment Interested qualified candidates may send their resumes to: hr.dubai@intelenetglobal.com mentioning (gulf/TL) in the subject field.

COMPANY PROFILE:

Intelenet Global Services FZ-LLC

As one of the worlds leading BPO companies, Intelenet Global Services offers transformational customer management solutions to meet the requirements of todays multi-channel service environments. Over 55,000 employees are engaged with our clients customers, holding over 90 million interactions in 40 languages every year around the globe. Our inteational delivery platform is based in 8 countries across 62 locations enabling us to offer total flexibility in location, delivery and technology.Our proposition is focused on helping our customers shape their business model to meet the demands of their customers. Todays consumers are digitally enabled, accessing services through multiple channels with much higher expectations of what constitutes good customer service. They demand greater efficiency, effectiveness and engagement. Intelenets proposition addresses the end-to-end process through which organizations understand and fulfil a customer jouey: from the first point of contact through to final fulfillment.We offer cutting edge customer insight technologies to ensure we attract and engage our customers customers, to encourage increased interaction and transaction. By re-designing services, we offer transformational customer experience and business process solutions which enable our customers to excel in multi-channel service environments.

KEY SKILLS

Type Agency Job
Eligibility Any Graduation
Role Not Mentioned
Industry Call Center/ BPO/ KPO/ Outsourcing
Salary Not Mentioned
Experience 4 - 5 Years
Function Helpdesk/ Customer Service/ Telecalling
Openings Not Mentioned
Deadline 02nd Mar 2017
PM Skills Not Mentioned
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