Team Manager - Operations ( International )

Tata Business Support Services Limited

5 to 7 yrs. Chennai
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Posted on 11 Nov 2014

Job Description

• Manage Operations for an international process.
• Ensuring complaints/concerns are resolved or escalated in a timely manner
• Implement quality tools to enhance performance & productivity.
• Understanding the importance and impact of first call resolution (FCR)
• Ability to motivate, coach and inspire others
• Participates in design of call monitoring formats and quality standards
• Performs call monitoring and provides trend data to management team.
• Coordinates and facilitates call calibration sessions for call centre staff.
• Understand customer expectations and build in the required changes into the processes.
• Display cost consciousness and optimum utilization of resources.
• Review periodically performance of different teams and individuals especially recognition of best performers and coaching poor performers.


Job Posted by

Karthikeyan Senior Executive Human Resources Tata Business Support Services Limited Chennai


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