Job Description

Role & Responsibilities:

Manage and lead a team of non-voice agents to achieve daily, weekly, and monthly performance targets Monitor team performance and provide timely feedback and coaching Ensure adherence to process SLAs, quality benchmarks, and compliance requirements Handle escalations and coordinate with internal departments for resolution Generate and analyze performance reports to identify improvement areas Conduct regular team huddles, performance reviews, training sessions & keep the team morale up

Desired skills:

Minimum 2-3 years of experience in BPO industry At least 1 year of experience in a team handling or supervisory role in a non-voice process Proficiency in MS Office (Excel, Word, PowerPoint) Experience working with CRM tools and ticketing systems Ability to analyze data and derive actionable insights Strong leadership and team management capabilities Excellent communication and interpersonal skills Ability to manage performance and drive accountability Time management and multitasking abilities Graduate in any discipline (Preferred: B.Com or BBI)
Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person