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Job Description
THIS ROLE ONLY REQUIRES NATIVE Hindi SPEAKERS
Client's expectation of team leads is that 70% of their time is dedicated to coaching, shadowing and supporting their agents directly.
Effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
Ability to identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team's performance to continuous KPI achievement.
Managing day-to-day operations – ensure consistent quality and productivity across channels (call, email, chat, etc.)
to add maximum value for advertisers.
Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents.
Able to adjust messaging to different target audiences (agent, Ops Manager, Client) with to-the-point communication.
Able to adapt quickly to changes in workflows/processes/procedures/product features.
Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
Able to clearly outline current performance drivers of their market and actions to improve.
Maintain a professional and personable demeanor at all times.
Company
We're a company like no other.
We are fanatical about our staff and are constantly helping them grow and achieve their career goals.
We are a global workplace that offers YOU infinite possibilities!
Convergys is now part of Concentrix.
In a world full of average, we stand out.
We believe experience is everything.
Period.
To achieve outstanding results, we're disrupting the market by being absolutely obsessed with making our clients' businesses better.
We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers.
Our clients notice the difference too… in increased customer loyalty, improved business performance and differentiation in their markets.
As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world's best brands.
Concentrix.
A passionate company powered by passionate people.#J-18808-Ljbffr