Company Name: ICICI Lombard
Job Role: Senior Team Leader
Experience: 4 – 6 Years
Qualification: Any Graduate
Job Type: Full Time
Job Location: Thane, Navi Mumbai, Mumbai
Salary: Rs.6,00,000/- to Rs.8,50,000/-
Job Description:
Roles and Responsibilities :
- Develop and implement effective training programs to enhance team performance and productivity.
- Collaborate with cross-functional teams to resolve complex issues and improve overall process efficiency.
- Analyze KPIs such as AHT, Shrinkage, Attrition, CSat, Dsat, FCR, Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSat), Agent Evaluation Scores etc. to drive business growth.
- Ensure compliance with quality standards and regulatory requirements.
- Manage a team of customer service representatives to achieve operational excellence in Inbound Voice Process.
Desired Candidate Profile :
- 4-6 years of experience in BPO industry with expertise in Inbound Voice Process.
- Proven track record of managing teams effectively using TL methodologies.
- Strong understanding of people management principles including recruitment, training, development & retention strategies.
Apply Mode: Walk-in
Walk-in Details:
Walk-in Date: 28th to 29th November 2024
Time: 9.30 AM – 1.00 PM
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Venue Details:
Wipro campus,
Vendor Gate, 203, 115/1, ISB Rd,
Opp. to Dominos, Financial District,
Gachibowli, Nanakaramguda, Hyderabad, Telangana 500032
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