Company Profile :
Caretel is part of Dalmia group (A leading Indian company conglomerate with GHCL, as a flagship company). The group has diverse business interest including Chemicals, Telecom, IT Enabled Services, Tobacco, Explosives, Dairy products, Textiles, Resorts and many others. Caretel was incorporated in year 2004 and since then providing its services to various clients . As part of its expansion strategy, the company has focused into the area of Multimedia Contact Centers including Business Process Outsourcing. Caretel has achieved substantial success in the domestic market by acquiring major multi-national clients in the Automobile, White Goods, FMCG, IT, Telecom, Entertainment, E governance ,Finance and Insurance sectors. Some of the key clients amongst an impressive list of over 60 major corporations.
Job Position : Team Leaderâ Operations
Job Location :Â Delhi , India
Qualification Required : Bachelor Degree
Experienece Required : 2+ years
Job Responsibilities :
- To ensure that the daily and monthly targets are met.
- Analyze various reports to enhance productivity and conversions.
- Ensure team meets and exceed Stipulated Timelines and Service-level Agreements
- Achieve KPI and productivity targets for the team KRA management and reporting
- Prepare and submit periodic Team performance reports.
- Call handling to develop first-hand sensing of customer pulse and manage irate customers.
- Audit Calls and identify the training requirements of each Team Member.
- Motivating each Team Member, guiding, monitoring their performance, and implementing corrective actions as required.
- To ensure that at no point in time the team lacks supervision.
- Team Leads are responsible for staff retentionAttending call calibrations with quality and training team.
- Preparing monthly TL reviews to gauge individual and teams performance.
- Client interaction as and when required; incorporate feedback into the system
- Give timely & real-time feedback with a view towards improving Operational and individual efficiencyAbsenteeism and attrition management
- Contribute to adding value to the engagement
- Scheduled regular coaching and feedback
- Monitor and maintain the quality of interaction with customers.
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