Job Title: Team Leader Operations
Salary Package: ₹22,000 – ₹32,000 a Month
Company Name: Teleperformance
Job Location: Mohali, Punjab
Qualification : Bachelor’s Degree
Job Info:
Teleperformance is an outsourced omnichannel customer experience management company that has been helping clients in around 160 markets all over the world for over four decades. Teleperformance helps connect the most respected and well known brands with their customers.
- He/She will be responsible for a team of associates.
- Resolve agent and customer issues.
- Be directly responsible for the overall performance of team members
- Conduct performance reviews and team meetings.
- Conduct monitoring and coaching sessions.
- Coordinate with training and quality assurance to identify systemic quality-improvement opportunities.
- Competent in all process and technical skills required at Agent level thorough understanding of Metrics requirements and targets.
- Achieve Call Quality requirements as outlined via Call Monitoring Guidelines Achieve Productivity requirements and performance delivery as outlined via Operation scorecard. Participate in performance improvement task forces as needed and look at continuously raising the bar for Customer satisfaction.
- Ensuring customer is advised appropriately, regulations and disclaimers are given as per the process guidelines