whom I will be reporting to? what is the hierarchy in the call centre and team strength and level of the team members I will be responsible for?

Ubiquitious surfer :internet access anytime anywhere – GPRS, WIFI,LAN

Company Name:

Datawind Ltd

Website:

http://www.datawind.com

Executive Name:

L S Tuli

CEO- Suneet S Tuli

Address:

Not Mentioned

Email Address:

hr2@datawind.com

Telephone:

4168164771

Reference ID:

PocketSurfer3 and UBISurfer models in India, offering ‘Free-Internet’ across the country. 

For around 7000 Rs.

The Team Leader shall be responsible for managing call centre promoting & customer support for Pocket Surfer and UBISurfer. 

In our call, I’d like to specifically understand, if you were appointed in this role, what specific steps you would take to help fulfill these objectives.

Objective: to ensure customer satisfaction at the end of each interaction

Steps I would take to help fulfill these objectives:

1. First have clear understanding of the SOW, WBS, SLA, SLO. 2. Have clear technical documents and have a good understanding of the PocketSurfer3

and UBISurfer models launched in India to support customers and the target audience.

3. Have the team trained to support the Pocket Surfer and UBISurfer. And will have them add value to the customer’s experience with the company.

4. Have policies in place in line with SWO for Floor Supervising, and handling escalations Call, barging and giving constructive feedback to the team members.

5. Make optimum utilization of the seats allocated to the centre. 6. Make policies and procedures in place so that the operations of the centre are well

within the budget allotted and strive to make profit for the company.7. Ensure operational excellence by establishing key metrics and ensuring team goals

and contractual commitments are met. Have scorecard parameters to judge the team’s performance.

8. Have incident documentation and compilation procedures in place so that if new solutions are provided are well recorded for future calls.

9. Have strategies in place to make sure the SLA’s are met consistently. 10. Forecast the monthly call volumes and adjust the staffing accordingly.11. Motivating team members in development of team performance. Observe floor

activities for team motivation.12. Build rapport with colleagues. Monitoring Attendance, Managing Leaves &

unscheduled absenteeism of the Team.13. Delivering updates and procedural changes to the team. Preparing daily and monthly

MIS reports.14. To support the Operations in achieving daily targets like Service Level, and

Performance Index .