Key Responsibilities:
- Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
- Regularly impart effective coaching to team members, ensuring consistent high performance delivery.
- Identify performance related issues, develop an action plan for improvement and implement corrective actions.
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
- Communicate expectations to employees and provide timely updates.
- Provide subject matter expertise in handling escalated customer calls as needed.
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
- Stay current on internal work processes, policies and procedures. Attend required manager development training.
Key skills & knowledge:
- Associate's degree in related field with two to four years of experience in chargeback operations process
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
- Work well under pressure and follow through on items to completion!
- Strong oral and written communication skills; Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables.
- Ability to mentor, coach and provide direction to team members.
- Willingness to work in a night rotaional shifta
- Minimum one year on paper as TL in International Chargeback process
NP : IMMEDIATE JOINERS ONLY
Pay: ₹50,000.00 - ₹60,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Life insurance
Ability to commute/relocate:
- Gurugram, Haryana (Gurugram): Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Are you comfortable in night shift only then apply
Education:
Experience:
- Bpo: 3 years (Required)
- International voice process: 3 years (Required)
- Team management: 3 years (Required)
Language:
Work Location: In person
