Required: Required: 1-2 years of supervisory experience
or 3-4 years of experience as an associate.
Excellent knowledge of MS Office and especially 'Excel'.
Undergraduate/Graduate
Salary: Maximum Basic 45,000 + 2, 000 Allowance
Preferred: Min 1 year as Process leader
? Leads a team of 12- 20 customer service associates and motivates them to achieve the team' SLA.
Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
? Floorwalks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
? Strong organizational, planning and analytical skills.
? Basic arithmetic and statistical skills for analysis of data and generation of reports.
? Problem solving skills.
? Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
? Listens to calls and coaches the team to enhance performance.
? Monitors the calls/chat taken by the associates and provides them feedback.
? Interacts with the quality team to seek feedback on the team's performance and team quality scores.
? Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
? Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary.
Devises strategies to minimize attrition & absenteeism.
? Organizes training program for the associates.
? Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrativerequirements.
? Holds team briefing and de- briefings before and after each shift.
? Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
? Initiates and administers the rewards and recognition program for the team.
? Organizes the monthly team outings in coordination with the associates and the team members.