Search by job, company or skills

Chetana Rajiv Asekar ( Proprietor Of Subhadra Jobs Consultancy )

Team Leader - BPO / ITES

Quick Apply
  • Posted 24 days ago
  • Over 400 applicants

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.

Skills Required

Login to check your skill match score

Login

Date Posted: 30/07/2024

Job ID: 86888645

Report Job

About Company

We are hiring for the Pan India location for the all requirements.

Hi , want to stand out? Get your resume crafted by experts.

Similar Jobs

Varun Motors Private Limited

Team Leader - Customer Service

Varun Motors Private Limited
Last Updated: 18-02-2025 10:09:05 AM
Home Jobs in Lucknow Team Leader - BPO / ITES