Role & responsibilities

- Managing real-time activities by monitoring the daily Calls / RTM/Break Management
- Responsible for achieving process KPIs like SLAs, AL, AHT, Abandon % and all the other KPIs
- Responsible for achieving team KPIs like CQ, CSAT, AHT, FTR, Attrition %, Shrinkage %, Tagging%, Shift adherence, login hours adherence etc.
- Interacting with Team members on daily basis and share their FTD and MTD performance. Moreover, sharing immediate feedback along with the calculation of achieving the desired targets
- Call Monitoring / Call listening activities to identify the gap in order to maintain CQ and CSAT scores.
- Taking team weekly review and analyze the top and the bottom performer of the team
- Preparation of weekly team roster by considering the shrinkage%.



Also, maintaining the leave tracker of the team so that all leaves should be planned prior
- Taking RAG data of the team and conducting one o one session with the resources in order to control the attrition %

Preferred candidate profile *Candidate must be graduate.

*Excellent comm skills

Overall exp should be 4 yr out of which 2 yr as Team Lead -ops on paper.

*Job location :- Noida

*6 Days working

Interested candidate can share their cv - [email protected]

Subject:- Applying for TL - OPS || Noida.

Thanks,

📌 Team Leader - Operations || Noida- Sec 58
🏢 Digitide Solutions
📍 Noida