Senior Team Manager

3 weeks ago


Mumbai, Maharashtra, India ICCS Full time

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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