Lead - GSC

• Team Management:
• Develop goals for the team aligned with organizations business strategy
• Monitor performance and motivate the team,
• Taking care of teams attendance
• Controlling attrition

• Teams Performance:

• Coaching and mentoring the team members.
• Giving timely updates
• Maintain agent/TL scorecard on daily basis
• Counsel the team members and taking one to one session with them
• Refresher trainings need
• Monitor performance of the executives in the shift by taking shift end agent productivity report, and sharing the same with the team

• To achieve SLAs:

• Check and track on daily basis available head count, planned, unplanned absenteeism, and attrition for the team
• Ensuring the required logins as per the requirement
• Ensuring the timely highlight of anomalies and escalate to relevant stakeholders
• Report any change in roster, if required, to WFM team
• Assist agents on escalated cases & if required handle them
• Coordinate with other depts in to solve customer complaints
• MIS reports

• Customer Satisfaction:

• Ensuring Timely resolution of complaints
• Handling escalations which team members are not able to resolve
• Roster Management
• Review agent performance
• Manpower scheduling
• Break Management

Personal Characteristics & Behaviours:

People management, communication skills, Problem solving approach, Planning and organizing ability, Self-motivated and target oriented.

Assistant Manager experience is required.