We are looking for a Team Lead and primary point of operational support for agents handling US restaurant takeout orders under the eAgent process. This role focuses on real-time floor support, issue resolution, performance guidance, and ensuring smooth daily operations.
Roles and Responsibilities
- Provide real-time floor support to agents for call handling, order processing, and system-related queries.
- Assist in resolving customer and restaurant partner issues with minimal impact on service levels.
- Manage the assigned team and ensure adherence to process guidelines, scripts, and service standards.
- Handle day-to-day operational escalations in coordination with Supervisors and Quality teams.
- Monitor agent performance and provide instant feedback, coaching, and guidance.
- Support new joiners during nesting and initial production phases.
- Act as a process expert and communicate product, system, and process updates to the team.
- Partner with Trainers and Quality teams during rollouts, pilots, and process changes.
- Share operational updates, challenges, and observations with Supervisors.
- Contribute to shift-level reports and operational trackers.
Skills and Qualifications
- Bachelor’s degree in any discipline (preferred).
- Strong knowledge of the eAgent process.
- Good problem-solving, decision-making, and multitasking abilities.
- Strong communication and interpersonal skills.
- Leadership mindset with the ability to guide and influence peers.
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
- Paid time off
- Provident Fund
Application Question(s):
- Are you willing to relocate to Vijayawada?
- Are you willing to work in the night shifts?
- Do you have experience in team handling?
- Are you comfortable with salary budget mentioned?
Experience:
- Call center: 3 years (Required)
Work Location: In person
