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KRAs
KPIs
Key Responsibilities:
Leverage experience and technical skills to assist first line agents in resolving customer queries and ensuring complete customer satisfaction.
Floor Support & Customer Escalations handling
Mail monitoring & coaching / feedback
Training need identification and conduct refresher training's
Manage the daily team activities and ensure the daily operations run smoothly.
Manage key business metrics like SLA's and CSAT
Drive Continuous Improvement in the team along with metrics improvement
Processing concessions with in timelines.
Monitor service levels and ensure SLA’s are met
Apply performance management strategies - action plans, BQ planning
Desired Skills:
Should be willing to work in shifts along with the team in customer business time
Overall should be a good team player with willingness to learn and drive to achieve
Practice and focused on Metrics
Fair level of Excel skills and Reporting knowledge
Should be able to drive Continuous Improvement in the process
100% compliant
Should have a good attendance record.
Excellent communication skills
Ability to lead the team to deliver world class customer experience
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