TL-CX-Multi Channel Helpdesk

Cognizant; Gurugram District; On-site; INR 12,00,000 - 15,00,000; Full time

Job summary

A leading BPO firm is seeking a Team Lead to oversee quality assurance processes and manage a team of agents. The successful candidate will have 6-8 years of experience in the BPO industry and 2-3 years as a Team Lead, demonstrating the ability to handle client escalations and lead a team of 15-20 agents effectively. Responsibilities include performance management, conducting training, and maintaining high service standards to enhance customer experience. This is an on-site position located in Gurugram District, Haryana.

Skills

BPO experience (6-8 years)

Team Lead in Digital Marketing (2-3 years)

Leading teams of 15-20 agents

Handling high-level client escalations

Training resources

Performance evaluation

Understanding of error markdowns

Job description

Roles & Responsibilities

This strategic shift is expected to yield several benefits, including:

• Enhanced Quality Assurance: By focusing on post-check quality, the team can identify and address potential quality issues that may have been missed in earlier stages, leading to improved overall quality.


• Increased Efficiency: The division of labor between Partner teams allows for greater specialization and efficiency, streamlining the quality assurance process.


• Data-Driven Insights: The AQR pilot will provide data-driven insights into quality trends and potential areas for improvement, enabling more targeted and effective quality initiatives.


• Improved Customer Experience: By acting on customer-centric feedback and focusing on customer experience, the cQA team can help ensure that quality improvements align with customer expectations.

The Team Lead responsibilities now encompass a broader range of quality-related tasks, including:

• Operational Target Achievement & Service Level Management: involves consistently meeting or exceeding performance goals set for the team, while ensuring Cx satisfaction & adherence to service standards. This includes monitoring KPIs, identifying areas for improvement, and implementing corrective actions.


• Absenteeism & Attrition Mitigation: Take proactive steps to minimize employee absence and attrition rates. This involves addressing the root causes of absenteeism and attrition, such as improving workplace conditions, enhancing employee engagement, and providing support and resources to employees.


• Regular Team Meetings & Huddles: Facilitating effective communication within the team by conducting regular meetings and briefings before and after shifts. Use these meetings to share updates, discuss challenges, and align team members on goals and priorities.


• Performance Data Sharing, Product Training & Coaching: Provide regular feedback on performance, delivering training on products or services, and offering coaching and guidance to team members to enhance their skills and knowledge.


• Case Studies & Performance Improvement Plans: Utilizing case studies to analyze performance issues and develop targeted plans for improvement. This may include identifying skill gaps, providing additional training, and setting clear performance expectations.


• Client Request & Escalation Handling: Effectively managing client inquiries, requests, and complaints, and escalating issues as needed to ensure timely and satisfactory resolution.


• Knowledge Management & Training Coordination: Maintaining and updating the knowledge base and coordinating training initiatives to ensure that team members have access to the latest information and resources.


• BQ Performance Management: Action Plan to Improve BQ Associate and Team Performance: Set clear performance expectations and document performance > Track and maintain open communication of performance > Create personalized development plans > Provide targeted training, coaching, and regular feedback.

Skills & Competencies

• 6-8 years of experience in BPOs: Extensive experience in the business process outsourcing (BPO) industry, demonstrating a strong understanding of BPO operations, best practices, and challenges.


• 2-3 years of experience as a Team Lead in Digital Marketing & troubleshooting workflow: Prior experience leading and managing a team of agents in a BPO or contact center setting, demonstrating strong leadership, communication, and interpersonal skills.


• Experience leading teams of 15-20 agents: Proven ability to effectively lead and manage teams of moderate size, ensuring team cohesion, productivity, and goal attainment.


• Ability to handle high-level client escalations: Demonstrated ability to handle complex client issues and escalations with professionalism, diplomacy, and a focus on finding timely and effective solutions.


• Ability to train resources and act as a subject matter expert: Strong training and coaching skills, with the ability to serve as a subject matter expert and provide guidance and support to team members when needed.


• Hands-on experience in performance evaluation and development of action plans: Experience conducting performance evaluations, identifying performance gaps, and developing actionable plans for improvement.


• Additional Skills: Understanding of error markdowns and guidelines