Job Description
To ensure desired customer delight by providing satisfactory response to customer interaction. Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.
Evolve more effective work process for improving customer interactions.
Constantly monitor & review performance metrics for achievement of objective.
Contribute inputs towards sales & marketing plans.
To interface with respective work center for resolution of complaints.
Manage resolution of billing queries /Issues.
To track & ensure closure of complaints.
To effectively manage Contact Center operations for constant performance achievements.
Identify relevant training needs of agents & ensure effective implementation.
Effectively manage shift operations.
Interface with IT/HR/ Training/Quality.
Collate data & generate MIS report.
Evolve more effective work process for improving customer interactions.
Constantly monitor & review performance metrics for achievement of objective.
Contribute inputs towards sales & marketing plans.
To interface with respective work center for resolution of complaints.
Manage resolution of billing queries /Issues.
To track & ensure closure of complaints.
To effectively manage Contact Center operations for constant performance achievements.
Identify relevant training needs of agents & ensure effective implementation.
Effectively manage shift operations.
Interface with IT/HR/ Training/Quality.
Collate data & generate MIS report.
Salary:
INR 1,25,000 - 2,50,000 P.A
Industry:
BPO / Call Centre / ITES
Functional Area:
ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category:
Voice
Role:
Team Leader -(NonTechnical)
Desired Candidate Profile
Education:
UG - Any Graduate - Any Specialization
PG - Post Graduation Not Required
PG - Post Graduation Not Required
- Candidates with good communication
- Must have prior experience in team leading
- BPO BFSI background will be preferred
- AMFI / NISM certified will be preferred.
Company Profile
Aegis Limited
http://www.aegisglobal.com/
Aegis is a global business services provider in the area of
experience management. We provide a suite of solutions for our clients,
from strategy and design to implementation and execution, that help
global brands deliver memorable end-customer experiences.http://www.aegisglobal.com/
With a presence in 56 locations across 13 countries and with more than 55,000 employees, Aegis manages over a billion customer interactions every year for over 300 clients across verticals such as BFSI, Telecom, Healthcare, Travel and Hospitality, Consumer Goods, Retail, and Technology. Aegis manages, enables, extends, and enhances business experiences for its clients and their customers across consulting, technology, outsourcing, and training and education.
Aegis is an Essar enterprise. Essar is a USD 39 billion conglomerate.
Contact Details
Recruiter Name:Nazia Shaikh
Email Address:
Reference Id:Team Leader/30102013/MUM
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