22 Sep
|
Zentura Hr Private
|
Ranchi
22 Sep
Zentura Hr Private
Ranchi
Service Level & Operational Performance
- Responsibility: Ensuring the team meets or exceeds daily, weekly, and monthly productivity targets set by the client or management.
- Key Metrics (KPIs): Service Level Agreement (SLA) adherence, Average Handling Time (AHT), First Contact Resolution (FCR), and schedule adherence. [1, 2, 3]
2. Quality & Compliance
- Responsibility: Maintaining high standards of customer service delivery and ensuring agents follow process guidelines and security policies. [1, 2]
- Key Metrics (KPIs): Quality Assurance (QA) scores, customer satisfaction/experience scores (CSAT/ESAT), and compliance or zero-defect adherence.
3. People Management & Team Development
- Responsibility: Coaching underperforming agents, conducting regular feedback sessions, and building a motivated workforce.
📌 Telecalling Team Leader (Ranchi)
🏢 Zentura Hr Private
📍 Ranchi