Group Leader

For a leading BPO in Gurgaon:

ROLE:   

Coordinating, managing, relationship building and becoming a successful interface between the team and internal/external customers. To define, standardize and monitor quality parameters and thereafter make recommendations for ongoing improvements.

ELIGIBILTY:

Minimum 1.5 – 2 years experience as Team Leader

ESSENTIAL SKILLS:

·         Excellent English verbal and written communication skills

·         Knowledge of basic communication tools and techniques

·         Conceptual and creative ability

·         Ability to convince others

·         Leadership skills

·         Ability to prioritize work

·         Service excellence oriented

·         Proactive team player

·         Active listening skills

·         Excellent analytical and problem solving capabilities

·         Attention to detail

·         Pleasing personality

·         Achievement orientation

·         Good working knowledge of MS Office

ADMINISTRATIVE RESPONSIBILITY:

·         Responsible for day-to-day work, process flows and constantly endeavoring to be able to lead the team from the front

·         Team Leaders should be able to look up to him/her for help, advice and guidance when required

·         Identify the tangibles and the intangibles perceived to enhance value of services provided

·         Analyze how the intangibles contribute to the creation of customer value and beliefs

·         Directs the organization of work within the team including duty roasters, vacations etc

·         Assisting in all process excellence initiatives        

·         Ensures all the records and documents maintained as per organizational requirements

·         To advice and implement interventions to improve emotional quotient of employees

·         Attends behavioral and vocational training in own and related work areas to enhance skills and develop multifunctionally.

·         Responsible for developing, implementing, maintaining, and enhancing test methodologies that ensure exhaustive testing of all agents to ensure compliance with process specifications, must maintain a high degree of error free procedures and documentation.

·         Ensures high motivation level and retention of manpower

·         The responsibilities given above are indicative and may vary as per requirement