Team Leader in BPO
Published date: 2024/01/10
- Location: Bengaluru, , Karnataka, India
Keeping the team and self-updated of all process changes/ process highlights,
at all times
Tracking agent/ team performance on quality, and working with the Quality and Training team to develop training schedules/ plans
Identify potential mentor from the agents and groom them to take on higher responsibilities
Build vintage in the team, by minimizing attrition/controlling attrition
Ensuring the Service level adherence of close looping and with coordinating with the process owners
Handled an inbound team for close looping of the complaints/requests with team of 20 agents
Handling top level escalated complaint and analyzing the root cause and taking initiative to improve the process
Looking after mystery audits of process in Service Recovery Department
Understanding Publishing of Accurate Ops Business Quality MIS, Reports.
MIS on any additional activities done to be published by the end of month.
Ability to provide structured feedback from CSE's on any support that they may need to service the customers better.
Action Plan to be shared on misses and best practices to be shared on hits monthly
This job is provided by Shine.com
at all times
Tracking agent/ team performance on quality, and working with the Quality and Training team to develop training schedules/ plans
Identify potential mentor from the agents and groom them to take on higher responsibilities
Build vintage in the team, by minimizing attrition/controlling attrition
Ensuring the Service level adherence of close looping and with coordinating with the process owners
Handled an inbound team for close looping of the complaints/requests with team of 20 agents
Handling top level escalated complaint and analyzing the root cause and taking initiative to improve the process
Looking after mystery audits of process in Service Recovery Department
Understanding Publishing of Accurate Ops Business Quality MIS, Reports.
MIS on any additional activities done to be published by the end of month.
Ability to provide structured feedback from CSE's on any support that they may need to service the customers better.
Action Plan to be shared on misses and best practices to be shared on hits monthly
This job is provided by Shine.com
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