Team Leader BPO Gurgaon Delhi NCR
Bee5 Manpower Consulting
Delhi
9d ago

Job Description

Work Experience : 3 to 5 Years

No. of positions : 10

Place of Posting : Sector 49, Gurgaon

Salary : Up to 6.0 Lac PA

The selected candidate will aim at leading a team of Customer Sales Representatives in outbound / inbound calling setup for the Hotel Booking / Reservation in a leading E-

Travel / E-Commerce Company with an objective to accomplish high employee productivity.

Manage a team of CCEs / TSOs who will primarily engage customers through voice outreach. Sales Experience in Domestic Voice Process in BPO is mandatory.

Ensure customer delight by providing satisfactory response to customer interactions.

Manage Customer Interactions through Inbound & out bound voice contact through his / her team for hospitality / travel services.

Identify and implementing Tools & Best practices for End to End Customer Support.

Establish and manage multiple sales / after sales support channels i.e. Inbound / Outbound, Chat, Emails etc for Hotel Reservation / Booking Process.

Analyze various reports to enhance team productivity and conversions.

Monitor and maintain quality of customer communication, achieve KPs / team productivity.

Evolve more effective work process for improving customer interactions.

Constantly monitor & review performance metrics and impart on the Job training.

Track complaints and interface with respective work centers for effective resolution.

Resolve customer related conflicts by coordinating with relevant department.

Effectively manage shift operations and interface effectively with IT / HR / Training / Quality.

Prepare and submit periodic Team performance reports, Presentations & Business Reviews.

Minimum 1 year TL experience in inbound and / or outbound tele-sales process.

Fluency in English and Hind. Candidates with multilingual skills will have an added advantage.

Familiar with e-commerce sales process comprising of online / social networks etc.

Passionate about interacting with people.

Team player, self motivated and enjoys working in e-travel and hospitality industry.

Well versed with Excel, Power point in order to maintain reports.

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