Mega Walkin Drive

3 days ago

Bengaluru, Karnataka, India WNS Holdings Full time US$ 90,000 - US$ 1,20,000 per year

Qualifications:

  • 2+ years experience as supervisor/acting supervisor in a call center environment
  • Strong leadership and team management skills
  • Exceptional verbal and written communication abilities
  • Ability to analyze data and make informed decisions
  • Knowledge of call center operations and metrics
  • Proficiency in call center management software and Microsoft Office

Job Description:

  • Manage team performance
  • Provide effective coaching and constructive feedback to subordinates

    Take customer service and escalation when needed
  • Holds team huddle/coaching session/goal-setting/one-on-one as needed/required
  • Handles escalated requests and researches answers posted by associates to ensure customer satisfaction
  • Reviews and analyzes performance data, creates action plans, and monitors execution to ensure goals are met
  • Holds regular check-in meetings with the client to keep them informed of the trends, changes, and development within the team
  • Facilitates learning sessions to enhance associate technical and communication skills
  • Performs administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards, and Other ad hoc tasks

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