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APIGEE - Senior Associate

4 - 8 years

0 Lacs

coimbatore tamil nadu

Posted:2 days ago| Platform: Shine logo

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Skills Required

team management customer satisfaction operational excellence escalation management performance reviews coaching root cause analysis communication skills tsr skills case handling

Work Mode

On-site

Job Type

Full Time

Job Description

As a Team Leader, your role is crucial in ensuring efficient case handling, developing TSR skills, and fostering a collaborative team environment to enhance customer satisfaction and operational excellence. It is your responsibility to make sure that each case is managed following established procedures and best practices. Your key responsibilities include: - Reviewing all cases in your team at least once a week to ensure compliance with correct practices. - Monitoring escalated cases daily and ensuring agents take timely actions to de-escalate them. - Ensuring no cases remain without updates for more than 24 hours in IPGS status. - Reviewing and noting the FMR based on the FMR process. - Verifying that inquiries and bugs are opened on time and meet quality standards. - Early flagging performance issues of agents to upper management. - Reviewing RCA reports submitted by operations to identify root causes of performance issues. - Conducting 1-to-1 discussions with agents based on their performance. - Performing performance reviews, providing coaching, leading meetings, and driving continuous improvement. - Monitoring Account Team spaces and intervening if communication is not on track. - Offering feedback and taking necessary actions regarding Live Soft and Hard Consults. - Attending FEL meetings, working on feedback, improvements, and action items discussed. - Reviewing the team queue for Queue Balance and reassigning cases when necessary. - Taking full ownership of the quality of cases within the team. Qualifications required: - Bachelor's degree in a relevant field. - Previous experience in a leadership role. - Strong communication and interpersonal skills. - Ability to analyze data and identify performance trends. - Knowledge of customer service best practices. - Proven track record in team management and development. Please note that the job description does not include any additional details about the company.,

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