Essential - Graduate with minimum 2 years continuous supervisory work experience in BFSI / Service industry
Preferred - Post Graduate from a recognized Institute or University in any discipline with team management experience in Contact Center.
JOB LOCATION - Mumbai
SALARY RANGE - Best in Industry
Mandatory Skills -
Communication - Must have excellent command over English language (Verbal and Written)
Should be able to speak Hindi fluently
Should be soft spoken with clear voice
Computer - Should have basic computer skills MS Office, Internet, Key board shortcuts
Typing speed 25 words per minute 80% accuracy
Job Description -
Efficiently manage diverse team of agents handling inbound / outbound customer calls and emails.
Conduct meetings regularly to ensure open communication and devise an action plan to address issues/ concerns raised by the team. Maintain performance and attendance records, Leave Plans for the team and compile information for the Operations Managers.
Promote professional and personal development of team members by administering appraisals, nominating appropriately for training, administer progressive disciplinary action and career development programs.
Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives. Walk that extra mile to ensure that resolution is provided to each customer query.
Handle escalations and monitor calls of the team.
Should be proactive in resolving customer issues. Must go out of the way to ensure efficient customer service experience.
Manage day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate agents in a monotonous job environment
Spectrum Talent Management is a forerunner in designing Human Resources solutions specific... to the local needs of our respected clients. Providing services to clients globally our unique implementation methodology has been developed for speedy ramp-up to cater to the ever urgent needs of the industry as well as ensuring that we apply systems, measures and best practice processes in order to meet the demanding SLAs set by our clients. Read full description