Team Lead - Banking Chat
Published date: 2024/01/10
- Location: Hyderabad, Telangana, India
Any graduate
Location: Hyderabad
Exp: 5+ years in team lead
Rotational shifts
skill.: Must have experience in International chat support
Job description:
Daily monitoring of CCPs quality & productivity metrics by utilizing reports and database available.
Implements floor management policies in order to ensure adherence to service level agreements between clients.
Ensures that CCPs scheduled for the day are accounted for.
Ensures connectivity and proper functioning of systems/ equipments of the CCPs prior to the shift and reports to IPO, CT group and Operations Manager for the immediate repair/ replacement of defective unit
Answers questions while CCPs are on-line and provide assistance in cases of technical problems experienced by CCPs in their function.
Responds to requests for customer not to be recorded.
Ensures that coaching and huddle schedules on a daily basis are carried out.
Ensure CCP adherence to schedules – shift schedule and off the phone schedules
Ensure that Team Leader check list is followed & completed
Escalate issues to Operations Manager.
Ready to take calls on high volume days.
Accomplish monitoring requirements as needed
Location: Hyderabad
Exp: 5+ years in team lead
Rotational shifts
skill.: Must have experience in International chat support
Job description:
Daily monitoring of CCPs quality & productivity metrics by utilizing reports and database available.
Implements floor management policies in order to ensure adherence to service level agreements between clients.
Ensures that CCPs scheduled for the day are accounted for.
Ensures connectivity and proper functioning of systems/ equipments of the CCPs prior to the shift and reports to IPO, CT group and Operations Manager for the immediate repair/ replacement of defective unit
Answers questions while CCPs are on-line and provide assistance in cases of technical problems experienced by CCPs in their function.
Responds to requests for customer not to be recorded.
Ensures that coaching and huddle schedules on a daily basis are carried out.
Ensure CCP adherence to schedules – shift schedule and off the phone schedules
Ensure that Team Leader check list is followed & completed
Escalate issues to Operations Manager.
Ready to take calls on high volume days.
Accomplish monitoring requirements as needed
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