Senior Manager (Team Leader-BPO) - Retention

Job description

**Designation-Senior Manager (Team Leader-BPO )** **Location-Vashi Navi Mumbai** **Roles & Responsibility** - Mange a team of approximately 10 20 CSRs - Ensures 100% of CSRs meet and or exceeds their overall KPIs (sales targets, customer satisfaction and experience, quality and productivity standards) - Provides consistent, balanced and timely performance feedback on CSR performance - Ensures a positive work environment, continuous learning and a high quality employment experience for your team - Provides leadership and manages to all operational standards - Along with fellow Team Leaders, meets and exceeds all department goals - Applies timely performance management standards and processes - Day to day sales/service request management - Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention and appropriate execution - Coach, develop and engage the CSR to increase their abilities while enhancing their own careers **Education:** Graduation Mandatory **Experience:** - Minimum 2 years experience as Team lead on paper - Over all 4+ years experience - Candidate from Contact Centre with Insurance Sales experience Preferred **Contact Person:** Namrata Shinde 7977468255 namrata.shinde@ext.icicilombard.com