Team leader
12 hours ago
KEY RESPONSIPONSIBILITIES:
• Responsible In Managing The Team of 20 to 30Agents.
• Setting And Meeting Performance Targets for Accuracy, Efficiency and Quality and
• Ensuring meeting Clints SLA.
• Monitor and Track the performance with respect to SLAs, Clint satisfaction.
• Maintaining Up-to-date Knowledge of Process developments.
• Assist with Assistant .Manager/Manager from the end User's Point of View.
• Monitor the performance standards of the team against planned objectives, and recommending and/or taking corrective actions.
• Document, examine and report quality issues their response and suggest possible improvements.
• Taking care of attrition and shrinkage.
QUALIFICATION & EXPERIENCE:
• Graduate or 10+2+3, with good Communication
• Should Have Minimum 2-5 years of experience as Team Leader in Inbound process (Customer service).
• Monitor team performance, productivity and service levels.
• Ensure systematic feedback to team members on their performance.
• Handling Escalations.
• Drive the team to achieve the quality targets.
• Daily reports.Role & responsibilities
Age Limit: 32 Yrs
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