Acko
Location
Bangalore | India
Job description
Job Description
. Driving the Key Performance Indicators of the team, viz CSAT scores, Service Levels, Average Handling Time, Talk Times, Productivity, Absenteeism, Schedule Adherence, etc. . Ensure the team as a whole exceeds all metrics, SLAs, and benchmarks. . Ensures all customer queries on calls and emails are responded to within the defined TAT. . Ensuring appropriate handling of escalations and judicious utilization of financial & non-financial authority for authorizing - reversals. . Team building & motivating assigned agents towards sustained achievement of performance standards and Unit goals and ensuring minimal absenteeism, productivity leakages and attrition. . Ensuring assigned team's compliance to laid down processes and guidelines. . Point of contact between Team and Management. . Partner with Quality team to hold calibrations sessions. . Create a culture which encourages each individual to have the passion to deliver exceptional service.
Job Requirement
. Graduate with overall 3+yrs experience as team leader in a domestic/international contact
center in an inbound process (preferably BFSI process) with a team size of at least 15 advisors.
. Experience in email handling, Handson experience on ticket management tool, preferably on
Freshdesk would be added advantage.
. Proficient in MS Office, MS Excel, MS PowerPoint.
. Demonstrates a proficient knowledge of email adequate.
. Strong coaching abilities - takes responsibility for coaching people to drive excellent Customer
experience.
. Analytical and out of the box thinker.
. Good interpersonal skills.
. Excellent communications skills - written and verbal for English language and only verbal for
Hindi language.
Job tags
Salary
