Team Lead

2 days ago

Hyderabad, Telangana, India Digitide solutions LTD (Conneqt Business Solutions ) Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Responsibilities

  • Administratively manage a team & monitor their performance
  • Motivate and recognize team members through implementation of the R & R programs
  • Analyze various reports to enhance productivity
  • Improve quality of service and increase client delight
  • Prepare and submit periodic reports of Team performance and should identify the gaps/scope of improvement (if Targets are not met).
  • Rostering and Scheduling of agents as per Process requirement
  • Provide end-to-end resolution by taking ownership and doing follow-ups
  • To ensure required login hours of the team to meet the volume of work.
  • To ensure all the members of the team are equipped well to handle customers queries.
  • To meet the Team targets like AHT, Quality score, CSAT Etc.
  • To plan, prioritize and delegate work tasks to ensure proper functioning of team.
  • Improve the retention of employees
  • Ensure that both client and end customer gets the right kind of service in a consistent manner by periodically reviewing quality, Customer appreciations or complaints if any.
  • Managing to achieve process KPI & SLA
  • Managing to achieve CCE KPI & SLA
  • Audit calls and identify the training requirements.

Sonia Shukla

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