Graduates from any stream or Global Equivalent degree

Experience
 Minimum 1+ year experience as a Team Leader in voice/chat process managing 15 to 20 members
 Minimum of 5 year of work experience in a Voice/chat Program from premium contact centers
Technical Competencies: (Job related)
 Fluency in spoken English and written skills - a must with ability to comprehend
 Intermediate / Advanced knowledge on Excel, word and powerpoint
 Well versed with Contact center tools such as Voice platforms / Omni-channel applications, CRM etc.
 Sound Knowledge of monitoring, analysis and reporting tools such as Avaya CMS, Aspect, Verint WFO and
BI Tools
Soft Skills:
 Excellent communication skills to handle client emails
 Create a WOW exp. for the customer (C-Sat)
 Meet deliver expectations as per defined KRA’s
 Responsible for smooth and efficient day-to-operations within their team
 Primary objectives of this role are to drive qualitative performance effectiveness and superior customer
experience of the Customer Connect Team
 Responsible to coach assigned team members on observed areas for improvement with respect to
product, process, soft skills and communication
 Should conduct analysis and drive initiatives to improve efficiency within team and CC overall
Job Description:
 Rotational Shifts as per operational requirement
 Ensures adherence and meeting the contractual SLA’s consistently
 Manage the incoming workflow along with focus on team efficiencies (Productivity)
 Drive Quality and compliance within the team and inculcate customer centricity
 Manage customer escalations, identify the issue, prepare and share the RCA
 Drive team performance to achieve the performance benchmark and strive for excellence
 Identify areas of improvements within process / team and implement changes in required areas
 Can communicate clearly, both written and in speech and works accurately and with eye for details
 Drive team performance through constant feedback and guide through career progression
 Responsible for managing and ensuring on the communication of system issues/outages to all
stakeholders
 Raise and follow through on the change management request
 Ability to manage work efficiently with minimum guidance
 Managing Team Performance
 Effective monitoring of CSA and providing instant feedback on productivity issues wherever required
 Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc.
 Ensure team is clear on quality and service performance expectations, and are striving to exceed these
expectations
 Assist/support team members with personal development planning

Job Type: Full-time

Pay: $43,000.00 - $45,000.00 per month

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Atlanta, GA 30342: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Team Lead: 3 years (Required)
• Call center: 3 years (Required)

Work Location: One location

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