Team Leader Operations at

IGT SOLUTIONS

Pune
Full time
Posted on : February 24, 2022

Minimum Work Experience

6 months – 2 years

Salary Range

Skills Required

Verbal Communication Skills, Written Communication Skills, Analytical Skills

Job Description

Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team.
Team Lead may be required to be a part of Client Calls – Agent Focus Group Discussions.
Team Lead has to re-inforce and drive all product related updates in team and handle escalated calls
Team Lead has to download and maintain CMS reports – related to team staffing, AHT – track aux adherence and ensure discipline is maintained in team.
Ensure that all compliance related to policy and procedures are adhered to by agents on calls.
Team Leads are responsible for staff retention.
Team Lead has to conduct and manage appraisal discussions (PMS) with agents.
Quality/AHT/Sales/CSAT Metrics – Ensure timely download of process updates/product guidelines.
Manage Attrition and plan career mapping for agents.

Additional Information:

Shifts- 24X7, 6 Days Working (WHO)
Nature of Business- Voice, Customer Service, Inbound
Process – Ecommerce
No. of requirements – 10

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About IGT SOLUTIONS

IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries.
Established in 1998, with 100% focus on customer experience, IGT employs more than 15,000 customer experience and technology specialists providing services to 75 marquee customers globally. IGT’s global footprint consists of 22 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA.
IGT is ISO 27001:2013, CMMI SVC Level 5 and ISAE-3402 compliant for IT, and COPC® Certified v6.0, ISO 27001:2013 and PCI DSS 3.2 certified for BPO processes. The organization follows Six Sigma rigor for process improvements.

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