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Team Leader Operations

3 - 6 Years


Not Disclosed by Recruiter

Posted: 53 days ago

Job Description


Principal Account-abilities(Key Result Areas): Non-Voice (Chat Process)
  • To ensure desired customer delight by providing satisfactory response to customer interaction.
  • To achieve desired contact center business plan results for revenue & costs.
  • Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.
  • Evolve more effective work process for improving customer interactions.
  • Constantly monitor & review performance metrics for achievement of objective.
  • Contribute inputs towards sales & marketing plans.
  • To interface with respective work center for resolution of complaints.
  • Manage resolution of billing queries /Issues.
  • To track & ensure closure of complaints.
  • To effectively manage Contact Center operations for constant performance achievements.
  • Identify relevant training needs of agents & ensure effective implementation.
  • Effectively manage shift operations.
  • Prepare work/manpower schedules.
  • Prepare contingency plans.
  • Interface with IT/HR/ Training/Quality.
  • Collate data & generate MIS report.

Standards for Measuring Success:

  • Customer satisfaction survey
  • Meet service level
  • Monthly call analysis
  • Quantitative
  • Qualitative
  • No. of issues resolved with in the standard time.
  • Agents productivity
  • Other key management attributes & Key Performance Indicators(KPIs) as agreed.


Positive Attitude
Fast paced and prompt
Achievement oriented
Energetic and Enthusiastic
Dressing appropriately


  • Spoken Communication skills
  • English Language skills
  • Proficient in MS Office & Computer skills
  • Probing skills
  • Analytical skills
  • Influencing skills
  • Interpersonal skills
  • Leadership qualities
  • Problem Solving skills
  • Counseling skills


3-5 Years experience. The incumbent should have experience in the field of customer service (call center exposure must).

Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Back Office/Web/Transaction Processing
Role: Team Leader -(Technical)
Employment Type: Full Time, Permanent

Company Profile

Shell Info Technologies Private Limited
Shell Info Technologies Private Limited
View Contact Details+
Contact Details

Contact Company:Shell Info Technologies Private Limited