JOB DESCRIPTION
Should have Hands-on experience in Team management and KPI's like AHT, Shrinkage, Attrition, Occupancy, Rostering, NPS/Csat and Dsat calculations
Should have managed Team and worked towards bottom quartile.
Manage Attrition and plan career mapping for Agents.
Track Team performance , Coach & mentor them on daily basis
Pre-Post Briefing session , ensure timely completion & adherence of compliances.
Rotational shift
Excellent communication & Team handling skills required
Immediate joiners preferred.
ROLES AND RESPONSIBILITIES
Create an inspiring team environment with an open communication culture
Set clear team goals
Delegate tasks and set deadlines
Oversee day-to-day operation
Monitor team performance and report on metrics
Motivate team members
Discover training needs and provide coaching
Listen to team members feedback and resolve any issues or conflicts
Recognize high performance and reward accomplishments
Encourage creativity and risk-taking
Suggest and organize team building activities
Education and Experience
Overall 3 – 4 years of experience in BPO Industry
Minimum 1 Year on Paper experience of Team Handling (Customer Support Process).
Minimum Education Graduate-in any stream.
