Team Leader - International Voice Process (Us Healthcare )
Operations Maintenance & Support
85+ Applicants
Posted: 3 months ago
5-10 years
Pune
work from office
Posted: 3 months ago
|
Applicants: 85+
Job Description
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Job Description
Key Responsibilities:
1. Team Management
- Lead, mentor, and manage a team of 12-20 agents.
- Monitor daily attendance, shrinkage, and schedule adherence.
- Conduct regular team huddles and one-on-one performance reviews.
- Drive employee engagement and retention initiatives.
2. Operations & Performance Management :
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- Ensure team meets KPIs: AHT, CSAT, FCR, Quality Scores, Productivity, and SLA targets.
- Analyze daily/weekly/monthly performance reports.
- Implement action plans to improve underperformance.
- Manage escalations and provide resolution within defined TAT.
Skills
Team HandlingCustomer ExperienceUs Voice ProcessAttrition ControlKPIShrinkageShrinkage ControlAhtOperationsInternational Voice ProcessVoice ProcessIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
Important dates & deadlines?
Application Deadline
27 Apr 26, 05:59 PM IST
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