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Chetana Rajiv Asekar ( Proprietor Of Subhadra Jobs Consultancy )

Team Leader - BPO / ITES

Chetana Rajiv Asekar ( Proprietor Of Subhadra Jobs Consultancy )
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  • Posted 24 days ago
  • Over 400 applicants
4-9 Years
Lucknow, Bengaluru

Call Center

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Job Description

  • Keep the team and self-updated on all process changes and highlights at all times.
  • Track agent and team performance on quality metrics, collaborating with the Quality and Training teams to develop training schedules and plans.
  • Identify potential mentors among agents and guide them toward taking on higher responsibilities.
  • Build team stability by minimizing and controlling attrition.
  • Ensure adherence to service level agreements (SLAs) by coordinating with process owners and ensuring timely closure of issues.
  • Lead an inbound team of 20 agents in resolving complaints and requests, ensuring timely resolution.
  • Handle top-level escalated complaints, analyze root causes, and initiate process improvements.
  • Oversee mystery audits within the Service Recovery Department to ensure process integrity.
  • Accurately compile and publish Operations Business & Quality Management Information System (MIS) reports.
  • Publish MIS on any additional activities by the end of each month.
  • Provide structured feedback from Customer Service Executives (CSEs) on support needs to enhance customer service.
  • Share monthly action plans for addressing missed targets and best practices for successes.

More Info

Role:Team Leader

Industry:Call Center

Function:Customer Service/Call Centre/BPO

Job Type:Permanent Job

Skills Required

Domestic

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Date Posted: 30/07/2024

Job ID: 86888645

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Chetana Rajiv Asekar ( Proprietor Of Subhadra Jobs Consultancy )
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