3 - 6 years
3 - 7 Lacs
Posted:3 hours ago|
Platform:
Work from Office
Full Time
• Lead a team of customer service executives to deliver high-quality support via voice, chat, or email (as applicable). • Monitor and drive team performance based on key KPIs: o CSAT (Customer Satisfaction Score) o AHT (Average Handling Time) o FCR (First Call Resolution) o Service Level o Quality Scores o Attendance and Adherence • Analyze performance data and implement strategies to improve overall efficiency and customer satisfaction. • Provide coaching, mentoring, and feedback to team members to ensure continuous performance improvement. • Handle escalated customer issues promptly and effectively. • Conduct regular team huddles, performance reviews, and one-on-ones. • Ensure process compliance, quality assurance, and adherence to SOPs. • Collaborate with Quality, Training, and Operations teams to address knowledge or skill gaps. • Prepare and present daily/weekly/monthly performance reports to management. • Foster a positive team environment that promotes accountability and high performance.
• Proven experience as a Team Leader or Supervisor in a BPO/customer service environment.
• Strong understanding of customer service KPIs including CSAT, AHT, and FCR. • Excellent communication, leadership, and interpersonal skills. • Ability to analyze reports and make data-driven decisions. • Proficient in CRM systems and MS Office tools (Excel, PowerPoint). • Flexible to work in shifts, including weekends and holidays if required.
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