Senior Team Manager
3 weeks ago
Job Summary:
As a Senior Team Manager at ICCS, you will be responsible for leading a team of Associates and ensuring their performance meets the set standards. Your role will involve coordinating between the Manager and Team Members, handling a team of Associates, and managing team performance on SLAs & KRA.
Key Responsibilities:
- Staff retention within the team
- Coordination between Manager and Team Members
- Handling a team of Associates
- Managing team performance on SLAs & KRA
- Controlling shrinkage, attrition, etc.
- Managing day-to-day floor activities
- Analyzing, maintaining daily, weekly, and monthly team performance reports
- Conducting periodic team meetings and attending review meetings
Requirements:
- Excellent understanding of call center metrics
- Good communication skills
- Education: Graduate in any Stream, Master's Degree added advantage
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