Managing a team of customer service agents.
Monitor and improve the performance of the team in terms of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction/ development.
Provide support to quality to drive process improvement by conducting individual coaching & feedback sessions and periodic one-on-ones that focus on improving customer satisfaction, communication and technical skills.
Operational responsibilities includes managing the KPIs and taking appropriate actions (e.g. break scheduling, arranging for overtime etc) through relevant & timely reports communicate performance related indicators to the team and management.
Coordinate among the team and build relationships.
Manage team effectively and become a successful interface between the assigned team and internal/external customers and/or company.
To participate in all front line activities (e.g. Buzz Sessions, Quality Updates, Calibration sessions, Process Updates etc.) to maintain/enhance knowledge of product.
Keep a check on Attrition & Absenteeism and making rosters
Experience*3 Year- 8 Years
Salary*2 - 5 lacs