Position : Team Lead Customer Support (Only Female Can Apply)
Work Location : Bangalore Kalyan Nagar
Lead, coach, motivate and supervise the operations team to achieve the client service levels.
ROLES & RESPONSIBILITIES:
Managing the team on a daily basis
Ensure that the team meets the performance targets and overall process objectives
Coordinate with WFM team in order to schedule and organize shift patterns for team members
Monitor calls of team members to ensure that call flow and quality standards are adhered
Conduct regular review of all agents performance and organize training sessions for under performers
Submit regular reports to management and seek new ideas and strategies to improve performance
Customer service – Phone/ chat/ email skills (campaign dependent), display strong initiative in resolving issues of customers
Understanding basic metrics like Attrition, Shrinkage, AHT, sales Conversion & CSAT.
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.
Interested Can Send us CV to [email protected]