Contact Center - Team Leader

Posted 2 years ago by Startek, Classification: Call Centre & Customer Service

Startek (formerly known as Aegis) is a leading global provider of technology-enabled business process outsourcing solutions that offers a comprehensive suite of solutions to corporations around the world across a range of industries. The company has more than 40,000 outsourcing experts across 46 delivery campuses worldwide that are committed to delivering seamless and transformative customer experiences for clients. Startek manages over half a billion customer interactions for over 150 clients across telecom, BFSI, healthcare, technology, travel, retail, energy, and utilities, etc.

Key Accountability

  • To ensure desired customer delight by providing satisfactory responses to customer interaction.
  • Manage customer interactions through inbound & outbound voice contact through his / her team for the various services.
  • Evolve a more effective work process for improving customer interactions.
  • Constantly monitor & review performance metrics for the achievement of the objectives.
  • Manage resolution of billing queries/issues.
  • To track & ensure closure of complaints.
  • Identify relevant training needs of agents & ensure effective implementation.
  • Handling all escalated calls (supervisor calls).
  • Maintain discipline within the operations floor.

Skills Required

  • Excellent communication skills
  • Leadership qualities
  • Problem solving skills
  • Time Management skills

Requirements

  • 3-5 years of experience in the field of customer service (call center exposure is a must).
  • The incumbent should be in the age group of 25-35 years.

(Locations – Union Place, Wattala, Malabe & Wellawatte)

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