Role: Team Leader Operations
Designation: Team Lead
Yrs of exp: 1-3 years exp handling a team- Outbound sales exp in banking domain is mandatory
Floor walks for at least 5 hours each day to handle escalations and for the purpose of resolving concerns and doubts of the associates.
Acts as a coach and mentor to the associates by helping them in their work and providing assistance on the process and the product as and when required. Answers the associates' queries on the process and the product.
Monitors the calls taken by the associates and provides them feedback.
Supervises the team on the floor along with the Assistant Manager and the Team Leaders. Gives feedback to the associates on their performance, advises, mentors and motivates them to achieve their targets
Conducts team meetings on a weekly basis and provides feedback to the associates on their performance.
Checks the team reports generated for any errors, and correct the same or provide feedback to the associates.
Should have good comm. Skills.
Education & Experience
Graduates (must) with team handling experience in BPO voice process
Outbound sales exp in banking domain is mandatory
GR Tech Park, Whitefield.
Firstsource is an innovative provider of customer-centric business process services. With a... network of 48 delivery centers spread across US, UK, Philippines, India and Sri Lanka, Firstsource provides services to organizations in the Healthcare, Communication, Publishing, Banking, Financial Services and Insurance industries. The company’s services – Customer Management, Data Processing and Collections – complemented with best-of-breed processes, intellectual property (IP) assets, and quality of service help clients not only improve customer satisfaction but also reduce operational costs, record process improvements and more importantly focus on core competence.
Driven by the Rightshore delivery model with 70% employees located onshore and 30% offshore, the company ensures client proximity, better understanding of the domain as well as the market, and more effective communications so as to ensure delivery excellence. Read full description