Job Opportunity for Graduate at Acko

Overview:

Acko is hiring an experienced Team Leader- Life Pre Sales at their Bangalore location. You will be driving the Key Performance Indicators of the team, viz CSAT scores, Service Levels, Average Handling Time, Talk Times, Productivity, Absenteeism, Schedule Adherence, etc.

The complete details of this job are as follows:

Roles and Responsibilities:

• Ensure the team as a whole exceeds all metrics, SLAs, and benchmarks.
• Ensures all customer queries on calls and emails are responded to within the defined TAT.
• Ensuring appropriate handling of escalations and judicious utilization of financial & non-financial authority for authorizing – reversals.
• Team building & motivating assigned agents towards sustained achievement of performance standards and Unit goals and ensuring minimal absenteeism, productivity leakages and attrition.
• Ensuring assigned team’s compliance to laid down processes and guidelines.
• Point of contact between Team and Management.
• Partner with Quality team to hold calibrations sessions.
• Create a culture which encourages each individual to have the passion to deliver exceptional service.

Job Requirement

• Graduate with overall 3+yrs experience as team leader in a domestic/international contact center in an inbound process (preferably BFSI process) with a team size of at least 15 advisors.
• Experience in email handling, Handson experience on ticket management tool, preferably on Freshdesk would be added advantage.
• Proficient in MS Office, MS Excel, MS PowerPoint.
• Demonstrates a proficient knowledge of email adequate.
• Strong coaching abilities – takes responsibility for coaching people to drive excellent Customer experience.
• Analytical and out of the box thinker.
• Good interpersonal skills.
• Excellent communications skills – written and verbal for English language and only verbal for Hindi language.

Disclaimer: The Recruitment Information provided above is for informational purposes only. The above Recruitment Information has been taken from the official site of the Organisation. We do not provide any Recruitment guarantee. Recruitment is to be done as per the official recruitment process of the company or organization posted the recruitment Vacancy. We don’t charge any fee for providing this Job Information. Neither the Author nor Studycafe and its Affiliates accepts any liabilities for any loss or damage of any kind arising out of any information in this article nor for any actions taken in reliance thereon.