WINDS is here to deliver a windfall of happiness. With its first-of-a-kind universal platform, WINDS is redefining what it means to reward consumers and vendors for shopping transactions. WINDS is the first-of-its-kind commercial digital platform that offers the opportunity on shopping to both buyers and sellers to win from hundreds of crores of rupees every month as cash rewards. With a host of lucrative and prized advantages, WINDS will give a huge boost to consumer spends while also facilitating a jump in turnover that grows exponentially for the associated retailers. We are building an inclusive and innovative platform that will disrupt the retail digital tech space in India. Interested? Read on, and learn about the skills we are looking for in new members of the WINDS family.
Job Role: Team Leader – Operations Voice Process
- Coach & mentor the team to deliver the program objectives for the projects.
- Check the project staffing for the day and take measures to achieve the staffingnumbers.
- Check for the domain / procedural updates in project sent form the Client on dailybasis & brief the agents on the same.
- Check for the daily updates & project requirements from the Service Delivery Manager,Site Director and update the agents on the same.
- Coordinate & interact with QCSs & Trainers for the project to improve teamperformance.
- Coordinate & conduct team meetings regularly.
- Suggest the plan of action and corrective measures to increase the performance of theteam.
- Implement & monitor Performance Enhancement Plan for bottom quartile agents belowaverage performance.
- Assist the agent by timely coaching & mentoring to achieve the program objective.
- Conduct Side-by-Side & remote monitoring for the team.
- Generate & analysis team specific project reports for tracking team performance.
- Update the SDM on status of project tools, connectivity or workstation related issues.
- Track & initiate the process for attrition, absenteeism & volunteering related issues.
- Maintain the CER & the Agent coaching logs.
- Interact with the Quality department during the course of the day to collect theperformance feedback of the floor.
- Implement information security as defined by the company at collector level and asmandated by the client.
- Comply with all ISO 9001 and ISO 27001 security and safety policies as laid down bythe organization.
- Report security incidents
- 4 Years experience in Customer Support and 1+ year of experience as a Team Lead in Voice Process, Graduate in any stream.
Experience Level: Senior
- As per market standards
- Experience Level Senior