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Posted:20 hours ago| Platform: Shine logo

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attrition control operations shrinkage tat team management operations management aht schedule adherence c-sat ecommerce

Work Mode

On-site

Job Type

Full Time

Job Description

 

  • Managing the service levels as defined in the SLA.
  • Managing C-SAT & Quality score.
  • Conducting Service Review Meetings.
  • Managing Customer Expectations.
  • KPI & KRA
  • Ensure timely and accurate delivery of reports & MIS.
  • Review of tickets tagged as part of SRs.
  • Service improvement plans.
  • Audit management.
  • Ownership to get Tech issues of the process resolved without breaching SLA.

Leading a team of agents and motivating them to achieve team SLA

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