Job
Description
Key Roles and Responsibilities:
Leads a team of 12- 20 customer service associates and motivates them to achieve the team SLA.
Leads a team of customer service associates and motivates them to achieve the team SLA.
Consistently achieves all KPIs and SLAs set by the clients with strict adherence to Quality parameters.
Floor walks regularly to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
Listens to calls and coaches the team to enhance performance.
Monitors the calls taken by the associates and provides them feedback.
Interacts with the quality team to seek feedback on the team s performance and team quality scores.
Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary
Devises strategies to minimize attrition absenteeism.
Organizes training program for the associates.
Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
Holds team briefing and de- briefings before and after each shift.
Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
Initiates and administers the rewards and recognition program for the team.
Organizes the monthly team outings in coordination with the associates and the team members.
Mandatory Language English. Other languages As per grid
Must be a Graduate or equivalent.
Groom Subject Matter experts
Ensuring that updates are sent on time.
Team leads to come up with performance improvement program, which has a positive impact on the targeted area.
Qualifications
Key Performance Indicators:
Good written and verbal communication skills team management skills.
Mentoring, motivating skills and Coaching skills
Strong organizational, planning and analytical skills.
Basic arithmetic and statistical skills for analysis of data and generation of reports.
Problem solving skills