· Analyze various reports to enhance productivity and conversions
· Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
· Achieve KPI and productivity targets of Self & Team.
· Monitor and maintain the 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 Member.
· Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required.
· 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 call and providing end to end resolutions.
· Attending call calibrations with quality and training team.
· Preparing monthly TL review to gauge individual and teams performance.
· Client interaction as and when required; incorporate feedback into the system.
· Give timely & real-time feedback with a view towards improving Operational and individual efficiency.
· Administratively manage a team of Customer Service Executives along with their performance.
Established in 2004, Conneqt Business Solutions Ltd. (formerly Tata Business Support Services Ltd) headquartered in Hyderabad, is a subsidiary of Quess Corp (BSE: 539978, NSE: QUESS),Indias leading business services provider. Throughout our journey, top industry analysts such as Gartner, Nelson Hall and Dun & Bradstreet have ranked us amongst the top Customer Lifecycle Management and Business Process Management service providers in India and the Middle East.
We are committed to provide world-class customer experience with our dedicated team of over 32,000+ employees located across 26 delivery centres. Were constantly refining our technologies and developing ideas to better serve our 120 clients in 24 Indian and 12 International languages in over 600 + locations across PAN India through our unique Feet on Street offering. We have created a customer-centric collaborative ecosystem of people, platforms, processes and partners to align strategically with your business goals. We help elevate your organization with the power of our in-house domain expertise, cutting-edge technology, and analytics.
Besides Customer Lifecycle Management and Business Process Management services, Conneqt also provides Finance and Accounting (FAO),HR Shared Services (HRSS) and Middle and Back Office Services. The company uses its innovative DiB (Digital-in a-Box) framework to help clients rapidly develop digital services that are market ready. Conneqt is also investing in automation and analytics capabilities and geographical expansion into US, Middle East and APAC.
