· Analyze various reports to enhance productivity and conversions
· Ensure team meets and exceed Stipulated Timelines and Service
· Achieve KPI and productivity targets of Self & Team.
· Monitor and maintain quality of interaction with customers.
· Prepare and submit periodic Team performance reports.
· Call handling to develop first hand sensing of customer pulse and
manage irate customers.
· Audit Calls and identify the training requirements of each Team
· Motivating each Team Member, guiding, monitoring their performance
and implementing corrective actions as
· Team’s individual target/Unit qualitative and
quantitative targets are met.
· To ensure that at no point in time the team lacks supervision.
· Team Leads are responsible for staff retention
· Handling team & shop floor escalations calls and providing end
to end resolutions.