Manage a team of representatives (managing emails, chats and calls) and drive an overall performance for his/her team. Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion. Analyze data and come up with recommendable action to meet and exceed performance requirement. Recommend necessary process changes to improve team performance. Collaborate with support and enabling teams to ensure service delivery that will benefit the program. Collaborate and maintain excellent relationships with the clients.
Performance parameters
- Service Levels– as per agreed KPI’s
- Attrition and absenteeism - as per agreed KPI’s
- Quality and productivity Improvement - as per agreed KPI’s
- Customer Satisfaction - as per agreed KPI’s
- Level of subject matter expertise - as per agreed KPI’s
Any other essential function that may occur from time to time as directed by the management
Education Requirements
College degree with 2 years
Work Experience Requirements
- Minimum of 3 years total Customer service experience in Business Process Off-shoring
- Candidates should have at least two years of supervisory experience
- Must possess strong decision making and accountability skills
- Knowledgeable of best practices within a service-oriented sales environment
- Demonstrated ability to achieve sales goals through the management of individual performance objectives
- Must be comfortable in a sales environment and possess the ability to overcome objections
- Strong training and presentation skills
- Must be effective while working both individually and as part of a team
