AM/ DM - Operations

Domestic - Inbound/ Inbound Sales

3 Lac to 5 Lac per annum

Shift: Day Rotational/ 24- 7 (Depending on the process)

Working Days: Any 6 Days in a week

Off: Any 1 Day in a week

Education: Graduates

2 + Years as Team Lead/ For internal job hires 1 year SME.

To lead, coach, motivate and supervise in all matters related to their functions. Ensure that reporting staff are consistently provided with on the job training

a) Be in charge of running and managing the team on a daily basis

b) Set performance targets for all associates in the team to meet up with overall process objectives

c) Schedule and organize shift patterns for team members to ensure that the process is adequately staffed to meet the SLA's

d) Monitor calls of team members to ensure that due procedures and quality standards are strictly adhered to

e) Conduct regular review of all agents performance and organize training sessions for under performers

f) Submit regular reports to management and seek new ideas and strategies to improve performance at the center

Process/Product knowledge.

customer service - Phone/ chat/ email skills (campaign dependent), display strong initiative in resolving issues of customers

Computer skills - MS office

Understanding basic metrics like Attrition, Shrinkage, AHT, sales Conversion & CSAT.

Quality focus,

Exhibit strong team management ability to motivate team members and improve performance, capable of demonstrating problem solving skills,

Communication - Good Verbal & written communication, Interpersonal skills

Flexibility, Initiative & personal drive.

Being aware of customer's culture, ability to use common courtesies

Dhruv Dev Dubey

Mob: 9379121673

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