Posted: 2 days ago
3-8 years
Thiruvananthapuram(Palayam)
Operations Maintenance & Support
work from office
Full Time
Closes 9 Jan 2027
Posted: 2 days ago
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Job Description
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Job Description
- Handle team of center executives
- Daily/Weekly/Monthly reports to be prepared and maintained location wise for branch wise review
- Managing the performance of others seriously but tactfully
- Exhibiting patience in order to appease the most difficult clients
- Multitasking with ease to handle the needs of various reps at the same time
- Create an inspiring team environment with an open communication culture
- Set clear team goals, Motivate team members
- Oversee day-to-day operation
- Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed
- Listen to team members feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Encourage creativity and risk-taking
- Suggest and organize team building activities
- Develop a strategy the team will use to reach its goal
- Supports team manager and performs management duties when manager is absent or out of office
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
- Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
- Day to day attendance updation, Taking care of daily shrinkage, leaves, and preparing weekly roster based on the call forecasting
- Daily call audit by team leaders to improve the quality of service as per designed parameters and share the feedback with agents,
- Track agents performance and work on improvement plans
- Daily briefing, coaching, product & process training and other TNI
- Taking escalation calls and follow up for closure, Out call to be done to customer for close loop and share the tracker on daily basis
- Repeat call analyse for process improvement and identify the process gab
- Process insight analyse for top call drive scenario to work on minimize the customer call to call center.
Skills
Team LeadingVoice ProcessBPOInboundDomestic BPOTeamCallsCustomer CareCustomer ServiceCall CenterIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
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