Lead Associate

2 weeks ago


Bengaluru, Karnataka, India WNS Full time ₹ 35,00,000 - ₹ 70,00,000 per year

Job Description

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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