Coach and Mentor Guide team members on call handling techniques product knowledge and qualified communication Performance Monitoring Conduct regular quality audits and side-by-side monitoring to ensure adherence to company standards Operational Oversight Manage team schedules and rotational shifts to ensure consistent coverage and high-volume call handling Reporting Track team metrics CSAT AHT resolution rates and provide regular feedback to management Direct Customer Engagement Expert Support Deliver exceptional service by assisting clients through inbound and outbound voice channels Complex Problem Solving Identify assess and address escalated customer needs to ensure 100 satisfaction Product Advocacy Educate customers on products and services providing clear guidance and supporting business growth by converting inquiries into opportunities Administration Compliance Accurate Documentation Ensure all customer interactions and agreements are documented precisely across multiple computer applications Process Integrity Follow and enforce established communication procedures guidelines and company policies Knowledge Management Stay updated on new procedures and products ensuring the team is briefed on all changes

📌 Team Lead (Jaipur)
🏢 Acme Services
📍 Jaipur