Posted:17 hours ago|
Platform:
Work from Office
Full Time
Needs to have a Customer support Team Leading experience For TL roles, candidate needs to have people management experience (Conducting performance reviews, Appraisal discussion’s, Monthly reviews, etc) in addition to above. Managing a Team to CS to Resolve customer issues and concerns in a professional and timely manner, ensuring a high level of customer satisfaction. Sales Campaigning, Selling, cross-selling, and upselling products to drive additional revenue. Resource Planning, Career planning, Performance Management, Work Force Management, Team SLA/KRA/KPI,CSAT Training. Effectively reviewing & handle client escalations monitor & analyze key performance indicators (KPIs), driving continuous improvement. Experience or knowledge for Messaging/Web chat Experience/Knowledge of Service Levels, Quality and Productivity KPI’s Manage shrinkages. Skills and Qualifications: Strong Business Acumen, Excellent communication, Proactive approach, Team Management, Positive Attitude. ~ Profiling must be : BPO, Chat/Voice LOBDriving KPI’s NPS, CSAT, IR, FCR, Upselling, Sales Promo etc.) Roster, attrition and Feedback, knowledge of client KPI's, Sales/Upselling. Understanding of performance QUARTILES Coaching/Feedbacks, Consequence Management, Understanding of entire Performance Management System. Good experience into Team management- Attendance, shrinkages, KRA, KPI, Attrition management, conflict management etc.
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