Roles and Responsibilities
- Take care of Attrition, Shrinkage, CSAT, Quality, FCR, NPS for domestic ecommerce process.
- Resolve queries in exceptional situations and escalate them, when required (by following proper channels).
- Compile and publish reports on teams’ performance reports on set frequencies (Daily/Weekly/Monthly etc.).
- Coordinate periodic and regular meetings with other Team Leaders, Trainers and Managers to discuss process impediments, needed resources or issues/delays in completing the task.
- Provide the team with a vision of the process objectives.
- Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples.
- Be sensitive to the needs of the team members and create an setting oriented to trust, open communication, creative thinking, and cohesive team effort.
- Facilitate problem solving and collaboration.
📌 Operations Team Lead (India)
🏢 TP
📍 India