- Managing an averageteam size of 17 members.
- Need to beapproachable and supportive towards theteam.
- Achieve targets of sales andservice.
- To manage the day to-day operationswith a team of agents and meet the required service levels, qualityand productivity
- Attrition and shrinkagemanagement. Maintaining SLA target on a monthly basis to achievedesired KPI s including absenteeism and attrition within theteam.
- Prepare schedules for the teams andensure attendance.
- Compliance to login, log out& scheduled breaks of agents.
- Abilityto evaluate calls, coach and providefeedback.
- Responsibility for delivery of thedefined customer experience in everyinteraction.
- Work very closely with teammembers to solve customer problems.
- Acts as apoint of contact for the resolution of customer escalations,enquiries and complaints from external and internalcustomers.
- Ensure all Company policies andprocedures are implemented consistently andfairly.
- Conducting performance appraisals forthe team.
- Demonstrates high levels of integrityand personal standards in all work relatedsituations
- Graduates with relevantexperience
- Minimum 1 year of experience as TeamLeader. Contact center experiencemandatory.
- Preferably from BFSI CustomerService.
Baladna Farm Jobs 2024 Apply for Financial ComplianceManager Jobs In - Doha, دولة قطر - BALADNA
وصف
Roles andResponsibilitiesSkills :team handling,bpo call center,sales