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| Job Location | Delhi |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Media / Dotcom / Entertainment |
| Functional Area | Customer Service (International)Sales / BD |
| EmploymentType | Full-time |
Bachelors degree4 years of work experience in call centre with one year experience as a team leader in an organization of repute.Preferably from E-Commerce industryIdentifies training and development needs, supports agents, handles escalations, monitors the queueStrong Knowledge of customer care techniques and processesStrong analytical and listening skillsFamiliarity with voice logging systems and toolsFlexibility to do rotational shiftsNatural flair for coaching, motivating and interacting with peopleMaintaining performance reports for each team member and setting targets post regular discussions.Managing a team of 15-20 team membersMonitor, identify and resolve performance /behavior/ attendance/ attrition issues using prescribed performance management techniquesReview performance stats on a daily basis and provide constructive feedbackProvide Subject Matter Expertise. Ensure training needs of subordinates are met.Carry regular pre/post shift meetings to communicate all process changes to direct reports within specific timelinessCarrying out supervision, call monitoring, coaching, training and reviewing performance of all team members on a regular basisActing as information source, assigning tasks, following up and resolving customer complaints and queriesGenerate dashboard and scorecards for the Team for review.Manage key business metrics like SLAs, Response Rate, Abandoned, NPS etc,
Keyskills :
trainingloggingcoachingmanagementctingbusinessmetricsmonitoringattritioncustomercaredashboardtrainingneedsperformancemanagementanalyticcustomercomplaintsfollowingupcallmonitoringcallcenter