Posted:1 day ago|
Platform:
On-site
Full Time
Lead, motivate, and manage a team of voice process agents to achieve performance targets (AHT, CSAT, QA, adherence, etc.)
Monitor daily operations and provide regular feedback and coaching to team members
Conduct team meetings, performance reviews, and manage escalations effectively
Ensure adherence to company policies and quality standards
Prepare and share reports on team performance with management
Collaborate with quality and training teams to ensure consistent performance improvement
Handle roster planning, shrinkage, and leave management
Drive team engagement and maintain a positive team environment
Strong communication, interpersonal, and leadership skills
Ability to manage pressure and work in a target-oriented environment
Analytical mindset with basic proficiency in MS Excel and reporting tools
Willingness to work in rotational shifts and weekends if required
Bachelors degree or equivalent
Experience in customer support, technical support, or sales process (international)
Familiarity with CRM tools and call center software
IZEE MANPOWER CONSULTANCY PVT LTD
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