• 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.
Job Location: Bangalore
Experience (Years): 2-4 Years
Sub Location: Koramangala

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