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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Consumer Durables / Electronics |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
Swiggy s technology- led approach to solving for hyperlocal, offers a hassle- free, fast and reliable delivery experience for consumers. A 10000+ strong workforce is at heart of this journey, paving the way for the future of hyperlocal experiences. Want to be a part of this journey. Join us Greetings from Swiggy - TA Team _Blr! We are hiring Contact Centers People Managers for Team Leaderrole! Great opportunity for BPO Professionals! Designation: Team Leader Responsibilities: Responsible for driving performance in a team of 25 Associates / Floor supervisors Should be proficient in managing the SLA s on daily, weekly and monthly basis. Ability to create and gauge team performance and KPIs to drive performance Extremely obsessed about customer experience through innovative ways and create a close loop feedback model. Very deep understanding of call centre tools, systems and processes especially CRM, ACD, CTI aspects apart from chat tools. Exceptionally strong people management, performance management and process management skills through coaching and feedback. Synthesize the diverse feedback gathered from different channels including social media app store platforms, share recommendations based on inferences and trends Develop, recommend and implement procedures, rules, policies pertinent to the effective and efficient operations. Provide MIS and submit weekly reports on user concerns, service failures and escalate issues on an on- going basis. Manage absenteeism, attrition, shrinkage, efficiency and schedule adherence, staffing and scheduling. Regular 1- 2- 1 with the team with a strong inclination towards integrity Identifying skills in team and ability to groom talent by delegation apart from career planning for team members Ability to establish alternate solution with no scope of giving up to any complexity. Eligibility Criteria: Six sigma certification is preferred 5+ years of work experience in which 1+ years of experience as Team Leader on Paper Flexible to work with Rotational Shifts Metrics for performance measurement: Program level service levels C- sat / NPS scores Team quality scores People - Responsible for employee morale, absenteeism attrition. Organizational / Strategic - Should abide to company policies and display SWIGGY s core values. Align self to organizational goals. Key Skills: Quick and proactive solution driven approach for contingencies and ability to execute independently with minimum guidance. Great problem solving skills, ability to manage extreme pressure as an individual and a team player by displaying flexibility. Passionate about finding innovative ways to bring more efficiency, effectiveness and economy for the betterment of team and process. Demonstrated ability to identify, engage and retain talent, hire and develop strong team by building a culture of high performance. Ability to connect with team, drive performance, communicate and facilitate effectively leading by example and managing conflicts. Vision driven objective approach with inherent power to influence and have a go getter attitude always up for challenges At Swiggy, we never stop searching for innovative ways to put our consumers first, provide opportunities for our partners and employees alike, and nurture our business. Our journey towards becoming India s leading food ordering and delivery platform is not short of a roller- coaster ride. All this way made possible because of our unwavering belief in our core values, from which we built Swiggy s culture, brand and behavior. ,
Keyskills :
salescustomer relations slaquality coachingsix sigma app storecall center social media