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  5 - 10 Yrs
 Tamil Nadu/Chennai
Opening: 1
Posted 29 day(s) ago
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Job Description
Monitor adherence of Service Level Agreement (SLAs) for the team specified by the Client / Process for TAT, Quality, Productivity & Attendance Cascades any important updates or information to the team in pre-shift briefings. - Design and implement systems to handle data / reports and regularly reviews to make necessary changes. - Monitors calls and provides timely feedback as agreed with the Clients / Operations - Conduct quality audits on weekly basis and draw up action plans for the advisors requiring coaching and development to achieve desired performance levels. - Tracks attrition and conduct quarterly audits for leave cards and other specified documentation. - Identify process gaps and collaborates with the Client / Quality / training team to formulate solutions. - Provides updates to Team Manager regularly with respect to the performance of the team and any issues faced by them. - Initiate CAP/DAP/EDP accordingly for disciplinary and performance issues. - Ensures efficient leave management of team. - Attends monthly calibration sessions with Quality, Team Coaches and Trainers to check alignment against the Quality standards. - To be knowledgeable with the process and resourceful when faced with matters of escalation calls and irate customers. - Takes calls/Processes cases and attends refresher/up-skill training and keeps himself/herself up to date by ensuring that he/she is abreast with process changes - Understand and complies with all Physical Security, Information Security Policies and Procedures, and report all security incidents. - Ensure that audit non-compliances are fixed within the stipulated timelines. - The team leader may be responsible for gathering the information for the performance review or for conducting the review. - Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.
Salary   Negotiable
Industry BPO / KPO / ITES
SubIndustry Domestic
Functional Area Finance / Taxation / Audit / Costing
Specialization Other
Role Executive / Officer Level
Sepa Payment
Swift Payment
Desired Candidate Profile
Please refer on JD
Highest Qualification
Graduation Any Graduate
Company Profile
Teleperformance SE is an omnichannel company headquartered in France.[1] The company specializes in outsourced omnichannel customer experience management, also known as Business Process Outsourcing (BPO).[2] The company provides customer acquisition, customer care, technical support, debt collection, social media, and other services around the world. Teleperformance has 300,000 employees[3] across 400 contact centers in 80 countries and serves over 170 markets.[4][5]
Contact Details
Recruiter Name Arun Palanisamy
Contact No. 9942858357
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