oracle

Team Leader

Digitide Solutions

Ashoknagar, IND

Full-time

Junior · 2–3 years experience

Onsite

Discovered 4 days ago

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Qualifications

12th/Undergraduate

Responsibilities

Responsibilities • Administratively manage a team & monitor their performance • Motivate and recognize team members through implementation of the R & R programs • Analyze various reports to enhance productivity • Improve quality of service and increase client delight • Prepare and submit periodic reports of Team performance and should identify the gaps/scope of improvement (if Targets are not met). • Rostering and Scheduling of agents as per Process requirement • Provide end-to-end resolution by taking ownership and doing follow-ups • To ensure required login hours of the team to meet the volume of work. • To ensure all the members of the team are equipped well to handle customer’s queries. • To meet the Team targets like AHT, Quality score, CSAT Etc. • To plan, prioritize and delegate work tasks to ensure proper functioning of team. • Improve the retention of employees • Ensure that both client and end customer gets the right kind of service in a consistent manner by periodically reviewing quality, Customer appreciations or complaints if any. • Managing to achieve process KPI & SLA • Managing to achieve CCE KPI & SLA • Audit calls and identify the training requirements.
Key Deliverables • Quality Scores • Client SLA achievement • Improve CSAT • Low attrition & High Productivity • Attendance compliance • Client satisfaction
Professional Experience • 2-3 years of work experience.
Administratively manage a team & monitor their performance
Motivate and recognize team members through implementation of the R & R programs
Analyze various reports to enhance productivity
Improve quality of service and increase client delight
Prepare and submit periodic reports of Team performance and should identify the gaps/scope of improvement (if Targets are not met).
Rostering and Scheduling of agents as per Process requirement
Provide end-to-end resolution by taking ownership and doing follow-ups
To ensure required login hours of the team to meet the volume of work.
To ensure all the members of the team are equipped well to handle customer’s queries.
To meet the Team targets like AHT, Quality score, CSAT Etc.
To plan, prioritize and delegate work tasks to ensure proper functioning of team.
Improve the retention of employees
Ensure that both client and end customer gets the right kind of service in a consistent manner by periodically reviewing quality, Customer appreciations or complaints if any.
Managing to achieve process KPI & SLA
Managing to achieve CCE KPI & SLA
Audit calls and identify the training requirements.
Key Deliverables
Quality Scores
Client SLA achievement
Improve CSAT
Low attrition & High Productivity
Attendance compliance
Client satisfaction
Professional Experience
2-3 years of work experience.

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