Senior Team Leader

Job Summary

.Manage a team of Contact Centre agents and day to day Contact Centre operations including Work Force Management, Quality, Service Levels and customer satisfaction.

Key Accountabilities

Contact Centre Operations and Team Management
- Perform forecasting and scheduling, floor monitoring and back up, and shift adherence to ensure Contact Centre availability to serve customers and meeting the target SLA.
- Monitor day to day Contact Centre operations covering all interactions (calls, emails, social media, etc) for service requests and complaints to ensure fulfilment within TAT and the standard quality.
- Handle escalations and provide customers with immediate resolution.
- Monitoring agents’ performance by performing QA on agents handling to ensure quality and adherence to SOPs.
- Identify and apply different coaching methods for existing agents on a daily basis.
- Build a team and m...