Posted today
Team Manager - Gurugram
Pay
Salary (undisclosed)
Location
Gurgaon, India
On site
Apply by
13 Nov
4 days left
Skills this role screens for
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Still studying?Paid internships open nowAbout the role
Agoda is hiring for the role of Team Manager!
The work
Responsibilities of the Candidate
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Continuously monitor the traffic and highlight discrepancies and take actions on spot if needed to ensure that service levels are met.
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Provide constructive feedback, coach, mentor, motivate and evaluate the performance of the team on a regular basis.
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Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.
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Ensure the proper and effective implementation of new and existing customer service structures and procedures.
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Understand and analyze traffic reports, proactively make suggestions for improvement.
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Monitor team attendance, document infractions and implement corrective action.
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Assist with planning/organizing the proper coverage and shift staffing.
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Supervise the quality assurance process and related training of staff members to ensure quality customer service.
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Participate in recruitment activities (screening, interviewing).
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Act as a backup of Operations Manager if needed.
Who they want
Requirements
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At least 2 years of people management experience in a contact center environment.
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Must have experience managing a team of at least 15 in an inbound contact center environment.
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Excellent English communication skills (verbal & written).
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Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve contact efficiency and staff performance.
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Excellent interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments.
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Must be able to handle multiple projects and effectively manage different timelines.
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Proven experience and knowledge in effective hiring, training, coaching and people management practices.
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Experience in managing remote teams is an advantage.
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Proficiency in Microsoft products including Word, Excel and PowerPoint.
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