Key Responsibilities:Lead, manage, and support a team of customer support agents, ensuring effective handling of customer queries and troubleshooting ..
Key Responsibilities:
Lead, manage, and support a team of customer support agents, ensuring effective handling of customer queries and troubleshooting issues.
Responsible to meet their Team’s KPI performance and ensure that underperformance is managed
Provide support to the team by acting as the first line of escalation for customer-related queries in order to provide exceptional customer service.
Interact with Onshore staff and provide feedback & performance plans.
Discover training needs and provide regular coaching
Analyze data & identify RCA for feedback & holistic coaching
Be directly responsible towards fostering the development of the team by motivating them and ensuring career advancements
Evaluate and coordinate operational, administrative, IT and, HR issues for the team
Management of the team’s absenteeism and attrition.
Identifies and analyses problems; distinguishes between relevant and irrelevant
