Team Leader - Operations
Subhadra Jobs Consultancy
Team Leader - Operations
Subhadra Jobs Consultancy
Shivaji Nagar, Bengaluru/Bangalore
₹30,000 - ₹35,000 monthly
Fixed
₹30000 - ₹35000
Earning Potential
₹35,000
Job Details
Interview Details
Job highlights
74 applicants
Benefits include: PF
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
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Job role
Work location
Shivaji Nagar, Bengaluru, Karnataka, India
Department
Customer Support
Role / Category
Customer Support - BPO / Voice / Blended
Employment type
Full Time
Shift
Day Shift
Job requirements
Experience
Min. 5 years
Education
Graduate
Past role/category experience
Customer Support - BPO / Voice / Blended, Customer Support - Operations
English level
Good (Intermediate / Advanced) English
Gender
Any gender
About company
Name
Subhadra Jobs Consultancy
Address
Shivaji Nagar, Bengaluru, Karnataka, India
Job posted by Subhadra Jobs Consultancy
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