Manage a team of approx. 25 Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded. Be actively involved in client calls and ensure updates are timely communicated to the team.
Real- time queue management.
Manage and strengthen Client Relationship.
Act as the first level of escalations and resolve all people issues within the team through regular feedback, One-to-One sessions & Team Meetings/Calibrations
Manage team performance and responsible for the overall development of the team
Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement.
Responsible for managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc.
Handle escalated customer instances and guide/assist the agents to take calls in premium queue and use of customer service tools.
Responsible for daily, weekly, monthly reporting to Clients as per their requirement.