Fresher Hiring For Team Leader - Customer Care @ �CONVERGYS� in Delhi / Mumbai / Gurgaon About Company Name: CONVERGYS Website: www.convergys.com Job Details Education: Any Graduate Experience: 0 to 3 years Location: Delhi / Mumbai / Gurgaon Job Description Principal Duties and Responsibilities: Effectively interact with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members. Coach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal. Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement. Consistently monitor team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution. Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, WFM, Quality, etc.). Through coaching, ensures Agent metrics are achieved, i.e., PTV, Schedule Adherence, Attendance. Able to take end-to-end ownership of employee issues that require liaison with others. Use and promote Company recognition programs and understands the direct correlation between recognition and retention. Meet or exceed all deadlines for reporting. Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution. Demonstrate teamwork by supporting and assisting other Team Leaders as necessary. Candidate Profile: "Modeling the Way" by setting positive examples of behavior and attitude for program level activities. Proven time management skills Excellent customer service and support skills Able to work well under pressure Exhibit professional demeanor Strong written and oral communication skills, including presentation skills Able to work a flexible schedule Experience with providing and receiving coaching and feedback Able to multi-task Good planning, organizing and problem-solving skills Able to encourage, motivate and provide recognition Must have proficiency with various software applications programs including e-mail messaging applications, Microsoft Word and Excel Environment
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