4.0 - 7.0 years

4 - 7 Lacs

mangaluru

Work from Office

Role & responsibilities Manage a team of chat process agents, ensuring daily targets and quality metrics are met. Monitor team performance, provide regular feedback, and conduct performance reviews. Handle customer escalations and ensure prompt and effective resolution. Drive operational excellence by improving processes and optimizing chat handling time and customer satisfaction. Conduct team huddles, training sessions, and daily briefings. Collaborate with QA, Training, and Workforce Management teams to align goals. Track and report team performance data to management regularly. Foster a positive and energetic team environment focused on growth and development Preferred candidate profile Minimum 5 years of Technical BPO experience, with at least 1 year in a team-leading capacity Experience in handling international chat processes. Proficient in MS Office tools, especially Excel and PowerPoint. Ability to work under pressure and manage multiple tasks efficiently. Experience in handling inbound/outbound sales or customer service process. Knowledge of CRM tools, call monitoring systems, and dialers. Exposure to quality frameworks like COPC, Six Sigma, etc

Posted Date not available

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