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Team Leader Operations Location: IN-Bengaluru Email this job to a friend
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Job Description - Keeping the team and self-updated of all process changes/ process highlights, at all times
- Tracking agent/ team performance on quality, and working with the Quality and Training team to develop training schedules/ plans
- Identify potential mentor from the agents and groom them to take on higher responsibilities
- Build vintage in the team, by minimizing attrition/controlling attrition
- Ensuring the Service level adherence of close looping and with coordinating with the process owners
- Handled an inbound team for close looping of the complaints/requests with team of 20 agents
- Handling top level escalated complaint and analyzing the root cause and taking initiative to improve the process
- Looking after mystery audits of process in Service Recovery Department
- Understanding & Publishing of Accurate Ops Business & Quality MIS, Reports.
- MIS on any additional activities done to be published by the end of month.
- Ability to provide structured feedback from CSE's on any support that they may need to service the customers better.
- Action Plan to be shared on misses and best practices to be shared on hits monthly
Employement Category:Employement Type: Full time Industry: BPO / Call Center Role Category: Customer Service (Domestic) Functional Area: Not Applicable Role/Responsibilies: Team Leader Operations
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