Team Lead/Assistant Manager- Call Center Ops

Role Title  - AM CAll center

Location - Mumbai

Role Type: Contract

About the Role - Team managerial

Responsibilities: 

• Team Management - 1) Supervise and manage team of CS execs for Inbound and email process 2) Monitor daily KPIs ( AHT, abandon, CSAT, Quality and SLA) 3) Conduct training and coaching to team 4) monitoring rostering, attritions and shrinkages
• CS operations - 1)Ensure promt handling and resolutions of customer querie/ request and complaints 2) Handle customer escalations 
• Process and Quality improvement - 1) identify gaps in service delivery and implement corrective actions 2) Colloborate with Quality and training teams to ensure adherence to quality  4) Drive process improvements ...