Comtrek Digital Pvt Ltd Hiring for Sr. Team Leader, Operations at Mumbai Full Time

Job Title:

Sr. Team Leader, Operations

Job Description

ROLE : Team Leader
DESIGNATION : Team Leader
LOCATION : Mumbai
YEARS OF EXPERIENCE : 2+ years & International outbound experience.

Comtrek Digital is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities :

• Manage a team of 10+ FTE’s
• Client/Customer/People Management
• Drive Performance in the team to meet targets
• Manage the daily team activities and ensure the daily operations run smoothly.
• Drive Team adherence and manage monthly scheduling.
• Handle customer escalations
• Manage key business metrics and SLA’s such as CSAT
• Drive Continuous Improvement in the team along with metrics improvement
• Performance management and appraisals for the entire Team.
• Present Weekly Reviews to the Management on key deliverables.
• One-One with the team and scheduled Monthly Team meetings.
• Provide Feedback and Coaching
• Knowledge management for the team and quality control
• Apply performance management strategies – action plans, BQ planning
• Responsible for people/employee career development
• Manage Attrition as per process / organization standards

Key Skills and knowledge:

• Graduate with minimum 2 years of experience in INTERNATIONAL BPO sector.
• Handling Telesales process / VRM process in INTERNATIONAL Telecom
• Ability to drive Sales numbers in the team
• Excellent verbal and written communication skills.
• Should be willing to work in shifts along with the team in customer business time.
• Overall should be a good team player with willingness to learn and drive to achieve.
• Practice and focused on Metrics.
• Good Excel skills and Reporting knowledge
• Awareness of SLA/SLO Metrics

Job Type: Full-time

Salary: ₹60,000.00 – ₹80,000.00 per month

Benefits:

• Provident Fund

Schedule:

• Day shift

Supplemental pay types:

• Commission pay
• Performance bonus
• Quarterly bonus

Ability to commute/relocate:

• Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor’s (Required)

Experience:

• Team management (Required)

Application Deadline: 28/02/2023
Expected Start Date: 01/03/2023