Job Description

Job Summary

Manage and lead a team of 15-25 agents Excellent verbal and written communication skills Solid computing skills and well versed with Excel and PowerPoint

Responsibilities

Multi-tasking ability and attention to details Team management experience with proven track record of upskilling of agents Well versed with deepdive and RCA techniques Proven expertise in KPI and SLA management for dynamic delivery setup Effective performance planning for self and team time management and self-organization Provide Coaching and Feedback for Performance Improvement Ability to achieve stretch targets and able to take decisions and manage complex/ difficult employees situation Primary POC for all escalations (team and client) Understand Metrics Create Root Cause Analysis and Drive Improvement for the same Willing to work in rotational shifts