14 Aug
|
PolicyBazaar
|
Gurugram
14 Aug
PolicyBazaar
Gurugram
Roles and Responsibilities
- Manage a team of customer support agents to achieve performance targets such as AHT, CSAT, NSAT, SLA, and shrinkage.
- Conduct regular coaching sessions to improve agent skills and reduce attrition rates.
- Oversee the entire process from Inbound/Outbound calls to Domestic Processing and Roaster Management.
- Ensure timely resolution of customer queries through effective communication with customers.
- Monitor key performance indicators (KPIs) to identify areas for improvement.
Desired Candidate Profile
- 3-8 years of experience in BPO industry with expertise in Customer Support Management.
- Robust knowledge of Voice Process, Voice Support, Shrinkage, Attrition, Team Coaching, CSAT, NSAT, AHT.
- Ability to work on rotational shifts including night shifts.
📌 Team Lead (Gurugram)
🏢 PolicyBazaar
📍 Gurugram