Performance Management: Track Key Performance Indicators (KPIs) like First Call Resolution (FCR), Average Handle Time (AHT), and Net Promoter Score (NPS). Conduct regular performance reviews and manage action plans for underperforming agents.Coaching & Development: Lead regular one-on-one coaching sessions, review recorded calls, and identify training needs to foster continuous skill improvement.Escalation Support: Act as the primary point of contact for complex or unresolved customer complaints. Assist agents in real-time with difficult calls.Operations & Reporting: Monitor daily call volumes, adjust schedules to ensure proper coverage, and generate team performance reports for senior management.Team Culture & Communication: Lead daily huddles and team meetings to communicate company updates, share best practices, and maintain high morale.
Pay: ₹15,000.00 - ₹20,000.00 per month
Work Location: In person
