Traya
Location
Mumbai | India
Job description
Responsibility:-
● Lead of a team of 30 telesupport / coach agents
● Define, monitor and improve key KPIs for the entire team (e.g. calls, talk time, CSAT, quality of interaction, retention%, etc.)
● Interpret & analyse performance data to identify opportunities for improvement in KPIs (CSAT, productivity and quality)
● Lead & completely own day-to-day operations (tele support, QA, )
● Identify initiatives (people / process / tech) to improve agent KPIs
● Work with cross-functional teams like tech, content to drive tech initiatives and ensure BAU operations (e.g., resolve tech bugs); manage stakeholders across the org
● Shrinkage planning across the team
● Performance evaluation of the team basis KPIs, feedback sharing & appraisal
● Build a positive, motivational culture and drive outcomes
● Ensure proper training & development of all the agents
Qualifications and Skill Sets:-
● Bachelor's degree in engineering, business, marketing, computer science, or related field
● Should be highly customer service/support oriented (CSAT is the key metric)
● High on outcome first approach, ownership and ability to drive things independently
● Hands on experience with leading large sales / ops teams (100+)
● 1+ years of experience in Customer Support Management
● In-depth knowledge of performance metrics / KPIs
● Advanced Excel skills for analysing large data sets
● Proven ability to work independently and meet deadline
● Experience with CRM tools (e.g., Salesforce and Gainsight)
● Positive attitude and high willingness to learn
Job tags
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