10 Sep
|
PolicyBazaar
|
Hyderabad
10 Sep
PolicyBazaar
Hyderabad
Roles and Responsibilities :
- Manage a team of customer service representatives to achieve high levels of customer satisfaction (CSAT) and adhere to Service Level Agreements (SLAs).
- Oversee the entire inbound process, ensuring timely resolution of customer queries and issues through effective communication.
- Monitor key performance indicators such as AHT, shrinkage, attrition, and CSAT to identify areas for improvement and implement corrective actions.
- Develop strategies to reduce shrinkage and attrition rates by providing training programs, coaching sessions, and recognition initiatives.
Job Requirements :
- 3-8 years of experience in BPO industry with expertise in domestic voice processes.
- Robust understanding of inbound calls, voice support, and customer care principles.
- Proven track record in managing teams effectively to meet SLA targets while maintaining high levels of quality.
📌 Team Leader (Hyderabad)
🏢 PolicyBazaar
📍 Hyderabad