Key Responsibilities
- Manage and lead a team of Customer Support Associates.
- Monitor daily team performance and ensure achievement of KPIs, including Quality, Productivity, AHT, CSAT, Attendance, and Schedule Adherence.
- Conduct regular team huddles, one-on-one coaching sessions, and performance reviews.
- Analyze performance metrics and implement action plans to improve results.
- Support recent hires during onboarding and nesting.
- Collaborate with QA and Training teams to address performance gaps.
- Ensure compliance with client requirements, company policies, and process guidelines.
- Handle customer escalations and provide timely resolutions.
- Prepare daily, weekly, and monthly performance reports.
- Motivate, mentor, and develop team members to achieve individual and team goals.
- Manage shift schedules, leave planning, and workforce utilization.
- Drive employee engagement initiatives and maintain high team morale.
- Identify opportunities for process improvements and operational efficiency.

Pay: ₹35,000.00 - ₹40,000.00 per month

Benefits:
- Provident Fund

Work Location: In person

📌 Team Leader Operation (Nagpur)
🏢 KK It Services And Bpo
📍 Nagpur