Customer Support Lead
2 weeks ago
- Manage the overall performance of a team of customer service representatives.
- Day-to-day team management in accordance with requirements and SLAs.
- Provide high quality agent coaching to ensure proper understanding of products and services, compliance in clients policies, and delivery of the best customer service.
- Provide exceptional people management, mentorship, and career development to members of your team, achieve low attrition levels and high employee engagement.
- Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client.
- Leverage service quality, growth, and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive achievement of stated goals.
- Perform quality controls and monitor production KPI's, prepare reports and analyze data.
Contact Person - Ramya V
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