Job Description

Education Mandatory: Graduates from any stream or Global Equivalent degree Desirable: NA Experience o Minimum 1-year experience as a Team Leader in voice/chat process o Minimum of 3 year of work experience in a Voice/chat Program from premium contact centers Technical Competencies: (Job related) o Proficient in MS Office - Excel, Word and Powerpoint and possess knowledge of GreenBelt, Lean, Scheduling etc o Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools o Should be aware of Ecommerce industry and should have used it in daily professional life Soft Skills: o Responsible for smooth and efficient day-to-operations within their team o Primary objectives of this role are to drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team. o Responsible to coach assigned CSAs on observed areas for improvement with respect to product, process, soft skills and communication. o Should conduct analysis and drive initiatives to improve efficiency within team and CC overall Operations: o Facilitate day to day Operations o Handling 2nd level escalated calls. o Checking on call distribution and/or other operational roadblocks and helping ease them for his/her team o Keep a close track and drive NPS and critical call parameters like AHT and quality scores & continuously review/coach CSAs on the same o Maintain accurate and updated knowledge of all Amazon's procedures and systems o Provide assistance to CSAs on product and assist CSAs with customer complaints, wherever necessary