Job Description: 6-8 years of relevant customer service experience At least 3 years of working experience as a team leader in a BPO or Call Center company. Leading a team with responsibility for all daily activities impacting the customer experience Utilizing live, legacy reports, tooling and systems to understand what is happening at any point in time. Coaching team members at all levels; development of poor performers whilst also inspiring top performers. Providing guidance by show me rather than tell me to reduce future escalations and get team members self-sufficient. Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training. Identifying customer improvement opportunities and turning these into impactful actions The Requirements: Conduct team meetings and 1:1's with associates Monitor team metrics and assist Team Leadership with coaching as necessary to optimize team metrics Understanding of metrics and ability to speak to spikes in volume and other outlier issues Encourage support and engagement throughout the team Partnership with peers to build/maintain business goals Proficiency in Microsoft Office Suite Preferred - minimum 2- year supervisory experience. Should be flexible work in a 24/7 work environment with rotating weekly time off. Should be able to work in permanent night shifts or any assigned shifts on a rotational basis. Any graduation Kindly share the below details to: [HIDDEN TEXT] Total Experience: Relevant Experience in People Management: Current CTC : Expected CTC : Notice Period:
