3.0 - 7.0 years

0 Lacs

haryana

On-site

You will be responsible for managing and leading a team of 15-25 agents. Your role will require excellent verbal and written communication skills, as well as solid computing skills with proficiency in Excel and PowerPoint. Your responsibilities will include multi-tasking with attention to detail, team management with a proven track record of upskilling agents, familiarity with deepdive and RCA techniques, expertise in KPI and SLA management for a dynamic delivery setup, effective performance planning for yourself and your team, time management, and self-organization. You will also be expected to provide coaching and feedback for performance improvement, demonstrate the ability to achieve stretch targets, make decisions, and manage complex or difficult employee situations. You will serve as the primary point of contact for all escalations, both within the team and from clients. Additionally, you should have a strong understanding of metrics, be capable of creating root cause analysis, and driving improvements based on the analysis. Flexibility to work in rotational shifts will be required for this role.,

Posted 3 days ago

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