Position Summary
The AM is expected to be responsible for overall performance of his team members. The team leader will manage his team’s attendance, performance delivery and quality of the delivery. S/He will also act as a Subject Matter Expert (SME) on the product and processes.
- Managing an average team size of 75 and above members as per the SPAN ratio
- Need to be approachable and supportive towards the team.
- Achieve targets of sales and service.
- To manage the day-to-day operations with a team of agents and meet the required service levels, quality and productivity
- Attrition and Shrinkage management.
- Maintaining SLA target monthly to achieve desired KPI s including absenteeism and attrition within the team.
- Prepare schedules for the teams and ensure adherence.
- Compliance to login, log out & scheduled breaks of agents.
- Ability to evaluate calls, coach and provide feedback.
- ; Responsibility for delivery of the defined customer experience in every interaction.
- Work very closely with team members to solve customer problems.
- Acts as a point of contact for the resolution of customer escalations, enquiries and complaints from external and internal customers.
- Ensure all Company policies and procedures are implemented consistently and fairly.
- Conducting performance appraisals for the team.
