- Responsible In Managing The Team of 20 to 30 Agents.
- Setting And Meeting Performance Targets for Accuracy, Efficiency, and Quality
- Ensuring meeting Clint’s SLA.
- Monitor and Track the performance with respect to SLA’s, Client satisfaction.
- Maintaining Up-to-date Knowledge of Process developments.
- Assist with Assistant.Manager/Manager from the end User’s Point of View.
- Monitor the performance standards of the team against planned objectives, and recommending and/or taking corrective actions.
- The document, examine and report quality issues their response and suggest possible improvements.
- Taking care of attrition and shrinkage.
- Graduate or 10+2+3, with good Communication
- Should Have Minimum 2-4 years of experience as Team Leader in Chat/Email process (Customer service).
- Monitor team performance, productivity and service levels.
- Ensure systematic feedback to team members on their performance.
- Handling Escalations.
- Drive the team to achieve quality targets.
- Daily reports.