Lead Associate

WNS Holdings

4 - 6 years

5 - 7 Lacs

new delhi gurugram

Posted:2 days ago| Platform:

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Skills Required

team handling shrinkage team coaching kpi sla csat attrition

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Provide effective coaching and constructive feedback to subordinates
Take customer service and escalation when needed
Holds team huddle/coaching session/goal-setting/one on one as needed/required
Handles escalated requests and researches answers posted by associates to ensure customer satisfaction
Holds regular check-in meetings with the client to keep them informed of the trends, changes and development within the team
Facilitates learning sessions to enhance associate technical and communication skills
Performs administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards and other ad hoc tasks '

Preferred candidate profile

Graduate

Ok with Rotational shifts and week offs

5 days working

Minimum 3 to 4 years of experience as team leader or lead associate

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