Your Role Will Be:
Continuously monitor and check team’s performance and ensure it is consistent with the overall client & Internal objectives and timelines
Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needs
Ensure agents adhere to schedules and minimize absenteeism of agents
Explains and communicate KPIs / performance measuring parameters for team members
Identify performance gaps for specific individuals and create action plans to improve performance.
Provide opportunity to Reward and Recognize High Performance.
Positively act as the company advocate when required, explaining to agent’s company goals, objectives and actions taken
Work to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with.
Give technical assistance to agents from his/her team and from other teams if required.
Identify process / team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation
Ensure adherence to laid down operational metrics and client determined SLAs for the account to achieve a high level of client & end user satisfaction
Respond effectively to escalate transactions, customer complaints and report escalations.
Support the queue if necessary
Prepare and submits internal reports
Ensure adherence to laid down operational metrics and client determined SLAs for self and team members
Continuously monitor, analyze agent related metrics and provide actions for improvements.
Enhance self-process knowledge of handling transactions (calls / emails/cases)
Keep self-updated on organizational products, offers and processes
Introduce or suggest process improvements by using knowledge and experience
Manage the Call Center Staff