oracle

Team Leader - ACC (Ops)

IGT Solutions

IND

Full-time

Mid

Onsite

Discovered 3 weeks ago

Full Job Posting

Familiarity with U.S. customer service expectations and communication standards.
Experience with quality assurance and contact center performance management.

Familiarity with U.S. customer service expectations and communication standards.
Experience working with voice, email, chat, and other omnichannel support platforms.
Experience with quality assurance and contact center performance management.
Lead, motivate, and manage a team of Contact Center Representatives.
Monitor daily team performance against established KPIs, service levels, productivity, quality, and customer satisfaction targets.
Provide real-time support and guidance to team members in handling customer inquiries and complex issues.
Conduct regular coaching, feedback, performance reviews, and development sessions.
Monitor calls, emails, chats, and other customer interactions to ensure quality and compliance with established standards.
Handle escalated customer concerns professionally and ensure timely resolution.
Prepare and share daily, weekly, and monthly performance reports.

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