Roles & Responsibilities

1. Exp of 5-7 yrs in Customer service with atleast 1-2 yrs as TL
2. Complete know-how of Voice/Non Voice  metrics – Service Levels, Abandon, AHT, Shrinkage, Utilisation, Response time , Repeat etc.
3. Coaching and people-development skills through call listening, chat/email audits , quality feedback, etc.
4. Ensure training and development plans are maintained for all team members
5. Handle customer escalations & submit RCA
6. Responsible for conducting sample audits to gauge Quality
7. Ability to identify product/process improvements – Productivity, CSAT & Customer contact reduction
8. Reporting & Analysis of Voice/Non Voice  trends & insights
9. Manpower Planning
10. Sound knowledge of CRM/Ticketing System & IVR workflows

1. Team Management
2. Ability to handle escalations & conduct effective RCA
3. Excellent feedback delivery skills
4. Strong communications skills
5. Ability to collaborate with different teams
6. Team Player
7. Eye for Detail
8. High Accountability
9. Self-motivated with positive attitude
10. Confident public speaker.