Team Lead

4 weeks ago

Mumbai, India Fusion CX Full time

Job Description

Job description

- Team Management: Leading and supporting a team of 20 members, motivating them to achieve targets.
- Shift and Attendance Management: Willing to work 24/7 shifts with rotational week offs. Prepare schedules and ensure the advisors attendance is marked daily.
- Compliance and Monitoring: Ensuring agents adhere to log-in, logout, and break schedules. Monitoring calls and providing coaching and feedback to ensure excellent customer service and experience are delivered on every call.
- Problem Solving: Working closely with team members to resolve customer issues as a Team Leader in Howrah. Acting as a point of contact for resolving escalations, inquiries, and complaints from both external and internal customers.
- Operational Management: Managing day-to-day operations to meet required service levels, quality, and productivity. Maintaining SLA targets monthly to achieve desired KPIs, including managing absenteeism and attrition within the team.
- Policy Implementation: Ensuring all company policies and procedures are implemented consistently and fairly.

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