Quality Analyst Team Lead
- IntouchCX
- 1 - 2 years
- Hyderabad
- 3 days ago
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Job Description
As Team Lead (Supervisor), You Will
- Manage and supervise CSRs
- Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
- Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
- Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
- Use critical thinking to develop solutions to improve business performance and partner success
- Motivate teams through relationship building and real-time coaching
- Develop incentive programs to motivate CSRs to achieve desired outcomes
- Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
- Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
- Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
- Gain expert level knowledge on all partner products and promotions
- Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
- Act as a role model and exemplify our 10 Things (cultural values)
As Team Lead (Supervisor), You Have
- High school diploma or equivalent (required)
- Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
- 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
- Experience dealing with escalated issues in a contact center capacity
- The ability to type 30 WPM with accuracy
- Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
- The ability to use spreadsheet applications to maintain and develop operational reporting
- Exceptional time management, organizational and prioritization skills to complete work in a timely manner
- Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
- The ability to work a variety of shifts, including days, evenings and holidays
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Customer Onboarding - Voice / BlendedEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad+ View Contact
Keyskills: Team Handling Team Leading Skills Call Audit Quality Assurance Quality Control
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₹ .5-6.5 Lacs P.A
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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