Job Description
Roles & Responsibilities :
Leads and manages a team of CSR's in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing orders).
Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
Conducts performance management activities for team members supervised. Conducts timely planning, assessment, and feedback meetings as stipulated in the company's performance cycle.
Handles escalation calls from CSR's, exercising discernment on whether or not individuals are capable of handling complex customer calls
Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program.
Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT).
Ensures that passing service levels are met and / or exceeded by maximizing the headcount of CSR's on the floor.
Acts as a...
Leads and manages a team of CSR's in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing orders).
Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
Conducts performance management activities for team members supervised. Conducts timely planning, assessment, and feedback meetings as stipulated in the company's performance cycle.
Handles escalation calls from CSR's, exercising discernment on whether or not individuals are capable of handling complex customer calls
Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program.
Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT).
Ensures that passing service levels are met and / or exceeded by maximizing the headcount of CSR's on the floor.
Acts as a...
💡 Quick Summary
Seeking a career-building opportunity? The BPO operations Team Lead position is now open for candidates interested in the BPO Jobs sector. This role in Noida offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
