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Group Leader

Gurugram, HR
Job Code:
  • IT
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Job Details

Key ActivitiesTo ensure usage of CRM for case logging of each call.Monitoring of Calls.Optimum utilization of resources.To ensure Heat Check done by Compliance team member.Hourly check out reportAchieving Sales Target.QA Feedback implementation.Assurance of Code of conduct on the floor.Daily Task List Ensuring that all the dropped calls have been called back by the agents.Ensuring that feedback calls have been placed to all the conversions happened 48 to 72 hours earlier. This is to ensure that the issue has been really fixed and the customer is satisfied.Ensuring that all the agents are putting case notes as per the format.Ensuring that the compliance is putting case notes as per the format.Call up NCNS agents and inform HR as well. If anybody is NCNS for 3 days, inform HR to follow up and issue notice, if necessary.If manpower utilization is very high and the calls are dropping, ask your supervisor for more resources.Hire the backup resources asap in case any agent resigns or absconds and not likely to come back.Prepare necessary reports.Take action on the feedback shared by QA team.TeamworkEffective communication with the Team LeaderAchieve efficiency in operations and maintain work-life balance.Create an environment within the team which fosters knowledge sharing and open forumsDevelop the soft skills and technical competency by putting enrolling into trainings & PIP.Skills/Experience Required Any Bachelor s degree. But preference will be given to the candidate having Technical Degree (IT/Computer).5-7 years experience in Technical support.Should have experience in providing the technical support to international costumer.Must have team handling experience.Ability to develop effective working relationships with Team members.Fluent business English (spoken and written) language skills.Ability to bring analytical structure and solution to problematic areas.An excellent attention to detail.Intermediate working knowledge of Microsoft Office is essential.
Additional Degree: BE/ B.Tech (Engineering)

Experience: 5-7


Desktop Support | Project Leader/ Project Manager | Quality Assurance/Testing | Software Engineer
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