Senior Team Manager
5 days ago
At VerveNest Technologies Pvt Ltd, we are seeking a highly skilled and experienced Team Performance Lead to join our team. This is a challenging and rewarding role that requires strong leadership and management skills.
Key Responsibilities:
- Manage a team of 17 members, providing guidance and support to ensure high levels of performance and productivity.
- Develop and implement effective strategies to improve team performance, quality, and customer satisfaction.
- Act as a Subject Matter Expert (SME) on the product and processes, providing expertise and guidance to team members.
- Roles and Responsibilities:
- Managing an average team size of 17 members.
- Need to be approachable and supportive towards the team.
- Achieve targets of sales and service.
- To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivity
- Attrition and shrinkage management. Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team.
- Prepare schedules for the teams and ensure attendance.
- Compliance to login, log out & scheduled breaks of agents.
- Ability to evaluate calls, coach and provide feedback.
- Responsibility for delivery of the defined customer experience in every interaction.
- Work very closely with team members to solve customer problems.
- Acts as a point of contact for the resolution of customer escalations, enquiries and complaints from external and internal customers.
- Ensure all Company policies and procedures are implemented consistently and fairly.
- Conducting performance appraisals for the team.
- Demonstrates high levels of integrity and personal standards in all work related situations
Requirements:- Graduates with relevant experience.
- Minimum 1 year of experience as Team Leader. Contact center experience is mandatory.
- Preferably from BFSI Customer Service.
At VerveNest Technologies Pvt Ltd, we offer a competitive salary and a range of benefits, including a travel allowance and bus facility. If you are a motivated and experienced professional looking for a new challenge, please apply today.
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