Roles and Responsibilities
Manage a team of voice process specialists to achieve customer satisfaction, shrinkage, and attrition targets.
Coach and develop team members to improve their performance and adhere to SLA standards.
Oversee daily operations, ensuring timely completion of tasks and meeting KPIs such as AHT, CSAT, NSAT, ROASter Management.
Identify areas for improvement and implement strategies to reduce shrinkage and attrition rates.
Collaborate with other teams to resolve issues related to inbound/outbound calls.
Desired Candidate Profile
Solid understanding of voice support processes (inbound/outbound) with knowledge of domestic processes.
Excellent communication skills with ability to coach/develop team members effectively.
Proficiency in managing teams using various tools like roaster management software etc.
📌 Team Leader Kochi (India)
🏢 PolicyBazaar
📍 India
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