Team Manager

iOPEX

8 - 12 years

15 - 18 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

enterprise support team handling kpi tac sla shrinkage kra csat aht attrition

Work Mode

Work from Office

Job Type

Full Time

Job Description

Designation: Team Manager

Job Location: Bangalore (Work from Office)

Shift: US

Job Brief:

To manage the day-to-day operations with a team of TAC engineers and meet the required service levels, quality and productivity.
Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team.
Acts as a point of contact for the resolution of customer escalations, inquiries, and complaints from external and internal customers.
Suggest process improvements, Value Adds and Improvement plans as required.
Attend Weekly Review with Client.
Ensure all Company policies and procedures are implemented consistently and fairly.
Implement best practices on the floor.
Monitoring, coaching and feedback, the responsibility to ensure Top-notch customer experience in every call.
Act as an interface between the team and the management and all Support functions so that the team operates smoothly at the highest efficiency and within the prescribed norms.
Compliance to log-in, log out & scheduled breaks of agents.
Conducting performance appraisal for the team.
Mentor team members to bring out the best among them.
Conduct periodic appraisals and publish reports/dashboards to management.
Should undertake overall people management for the team.

Roles & Responsibilities

People management
Drive Team/Site/Org Level Metrics
TAC Operations
Client Interaction
Performance Management
People Management
Client Management
Queue Management
Escalation Management
MIS and reporting

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