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Call Centre Team Leader
2 weeks ago
Acquiring expertise on different document type (ID/DL/Passport/Visa etc.) for more than 200 countries
To check and verify customers' credentials and feed them correctly in database
To identify and highlight fraudulent/fake/forged documents
To meet Service Level Agreement, AHT and quality targets
To report any bug or issue in CRM
Participate in ideation workshop and share improvement ideas
Adaptable to learn new document type, process, concept and skills
Ensure adherence to process guidelines as per agreed quality standard on all SOPs
Ensure that the assigned targets are achieved as per agreed SLA
Ensure adherence to Company Policies and Procedures
Should be flexible to work in a 24/7 environment
Customer Satisfaction - as per agreed Key Success Factors
Process performance - as per agreed KSFs
Attrition - as per agreed KSFs
Quality and productivity Improvement
Any other essential function that may occur from time to time as directed by the Supervisor
Role/Responsibility
Upskill and manage KPI performance at an hourly/daily/weekly/monthly level
Manage teams and ensure customer satisfaction, quality and productivity targets are met
Motivate team members and control attrition
Complaint and escalation management
Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
Provide coaching and feedback to team members to enable them to improve their performance
Assist new hires such that they are productive on the floor in the shortest possible time frame
Client Interaction, where required - Daily/Weekly/Monthly
Ensure compliance with internal policies and procedures, external regulations and information security standards
Collect and provide data required for various audits like GI/Internal Audit
Effectively manage queue and balancing of work loads
Competencies & Skills
Prior Back office Experience
Knowledge of the function, process and systems
Coaching and Feedback ability
Clear written and verbal communication
Effective operations management
Typing speed:
Minimum 30 words per minute with 99% accuracy
Knowledge of different document type (ID/DL/Passport/Visa etc.)
Identify and highlight fraudulent/fake/forged documents
Eye for detail
Good computer navigation skills
Values & Behavior
Output driven mindset, determined, resilient, perseverant and persistent
Customer Service Orientation
Quality Orientation
Empathy for effective on the job coaching and feedback
Education Requirements
Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education
Work Experience Requirements
Minimum 3 years of work experience in Business Process Off-shoring. Should have at least one year of supervisory experience in international Voice business, preferably in UK client domain and Insurance industry
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