Manage a team of 15-20 agents and ensure that the quality and productivity targets are met.
Meeting SLAs at all levels.
Review/generate reports to monitor performance.
Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
Provide coaching and feedback to team members to enable them to improve their performance.
Assist new hires such that they are productive on the floor in the shortest possible timeframe.
To ensure delivery of specific assigned SLAs like CSAT through his/ her team.
Process Adherence /Compliance, Team Attrition, Training Development & Initiatives.
Handle customer, employee and internal partner escalations.
Ensure that maximum calls are handled by the inbound staff instead of being transferred based on the information provided.
Prepare monthly reports and relevant statistics for transferred calls /repeat calls/enquiries/phone call requests sent and complaint status.
Conduct one-on-ones, team meets and performance reviews.
Communicate all process and client changes to direct reports within specific timeliness
Promote the use of all center communication tools.
Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements.
Call Barge-ins to monitor quality of the team.
Ensure updating of recordings in the IVR and upload the relevant greetings related of festivals on timely basis post coordination with IT.
Conduct monthly job related quiz for the inbound call center agent, prepare monthly score cards.
Education:
Bachelors degree or equivalent
Candidate Profile:
Proven ability to analyze and improve work processes and policies.
Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
Excellent MS office skills
Ability to guide individuals towards goal achievement using negotiation, Teamwork /collaboration, motivation and staff development skills
Ability to demonstrate innovation and good judgment/problem solving skills when making decisions
Ability to coach, develop action plans which maximize performance and provide effective feedback
