Role/Responsibility
- Manage teams and ensure quality and productivity targets are met
- Develop strategies on the floor for reducing attrition and improving employee satisfaction
Team Management:
- Lead and manage a team of agents.
- Monitor and evaluate agent performance, providing coaching and feedback.
- Set clear team goals and Key Performance Indicators (KPIs).
- Conduct regular team meetings and create an open communication environment.
Performance Monitoring:
- Track and report on team performance metrics.
- Identify training needs and provide necessary coaching.
- Recognize and reward high performance.
Customer Service:
- Ensure all calls are handled professionally and in accordance with company guidelines.
- Address and resolve customer complaints and issues promptly.
- Maintain up-to-date knowledge of products and services.
Operational Duties:
- Manage the flow of inbound and/or outbound calls.
- Prepare and deliver performance reports to upper management.
- Participate in the recruitment and hiring process of new agents.
- Implement strategies to improve quality and productivity.
Training and Development:
- Train and onboard new team members.
- Ensure all team members understand and follow company policies and procedures.
- Organize team-building activities to foster a positive work environment.
Process/Functional Level Data Collation and Reporting:
- Preparation, submission and presentation of various reports for the processes on agreed service level metrics with client.
- Regular maintenance of functional MIS and prepare performance analysis.
- Analyzing data and deriving meaningful results for the use of management in decision-making.
- Ensure accurate, timely and efficient reporting of Weekly, Monthly and Quarterly reports.
- Ensure compliance to client and organizational policies and procedures in respect of reporting.
- Maintain and develop the processes to ensure optimum automation of reports.
- Liaison effectively with leadership team, proving to be an effective and dependable support mechanism.
- Regular audit of reports from operations, preparation of audit reports and highlighting the procedures not being followed.
- Show sufficient flexibility and urgency to handle pressure in a cross-cultural environment.
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