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 shrinkage management. 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, coach and 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.
Experience and skillset -Should be from BPO background -Should have experience in banking Telecollections (Voice Process)
Job Type: Full-time
Salary: ₹200,000.00 to ₹240,000.00 /year
- work: 5 years (Preferred)
- total work: 3 years (Preferred)
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