Job Description :

Roles and Responsibilities :

- Managing an average team size of 20 members.

- Need to be approachable and supportive towards the team.

- Should have the ability to motivate the team to achieve their targets.

- To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivity

- Attrition and shrinkagemanagement.Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team.

Prepare schedules for the teams and ensure attendance.

Compliance to login, log out & scheduled breaks of agents.

- Ability to evaluate calls, coachand provide feedback.

- Responsibility for delivery of the defined customer experience in every interaction.

- Work very closely with team members to solve customer problems.

- Acts as a point of contact for the resolution of customer escalations, enquiries and complaints from external and internal customers.

- Ensure all Company policies and procedures are implemented consistently and fairly.

- Conducting performance appraisals for the team.

Location : Andheri / Vashi

Education : UG/Graduate

Experience : 1-2 Year's experience of TL/TC on papers

Package : Upto 2.75 LPA Max

Shift Time : 24- 7 rotational

Working Days : Any 6 Days in a Week

Weekly Off : Any 1 Day in a Week

Gender : Male/Female

Quality required: Average

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