Posted:2 months ago|
Platform:
On-site
Full Time
Key Responsibilities:
Manage and lead a team of customer service executives.
Monitor team performance on KPIs (Quality, AHT, CSAT, SLA, etc.).
Conduct daily briefings, team huddles, and performance reviews.
Handle escalations and ensure prompt resolution of customer queries.
Maintain team discipline, adherence, and schedule compliance.
Prepare and share performance reports with management.
Identify training needs and work with trainers to upskill the team.
Drive process improvements and team engagement activities.
Ensure compliance with company policies and client requirements.
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