Cell Lead – Australian Process (Voice)

Designation: Cell Lead – (Australian Process)

Experience: 2-3 Years Work Location: Trivandrum - Technopark Shift Timings: 4.30 am to 1.30 pm and 5.30 am to 2.30 pm (Rotational Shift)

Possess excellent knowledge of the company's processes and products. Demonstrate strong leadership and presentation skills. Exhibit excellent verbal and written communication skills. Evaluate metrics to identify necessary actions for achieving service level and quality targets while minimizing customer complaints and escalations. Monitor team performance and provide direct feedback to agents. Identify outliers and conduct regular one-on-one sessions to ensure maximum employee satisfaction and productivity. Foster team bonding and interaction to prevent attrition due to dissatisfaction. Ensure optimal use of resources and systems while handling MIS reporting. Act as a liaison between different departments, with a solid understanding of various business functions. Oversee team members' performance to ensure training is applied effectively and identify additional training needs. Manage day-to-day operations flow efficiently. Create reports to update the company on team progress. Clearly communicate process instructions to team members. Create a trust-oriented environment with open communication, creative thinking, and cohesive team effort. Document all client updates and maintain the update tracker, ensuring proficient documentation and email skills. Facilitate problem-solving and collaboration within the team. Strive for team consensus and win-win agreements. Maintain healthy group dynamics. Encourage creativity, risk-taking, and continuous improvement. Have a comprehensive understanding of company policies and procedures. Join our dynamic team and lead the way in delivering exceptional project results for our Australian clients!

UG/PG in any stream