- Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable)
- Min 2 years’ experience in the current role
- No Warning Letter issued in the past 6 months
- E-learning mandatory courses certified wherever applicable
Responsibilities
JOB RESPONSIBILITY Reports to operations manager
Manage Team Leaders /Team Coaches
Ensure consistency of service to the customers across the floor
Achieve KPIs and SLAs through continuous monitoring and corrective action
Conduct monthly reviews with Team Leaders and in presence of team members
Review periodically performance of different teams and individuals especially recognition of best performers and coaching poor performers
Implement quality tools to enhance performance & productivity
Controlling Attrition & organizing internal coaching & counselling session for those TSA’s who are likely to resign
Display cost consciousness and optimum utilization of resources
ISO and ISMS-Ensuring process documentation & compliance in the respective processes
Call handling to develop first hand sensing of customer pulse and manage irate customers
Audit SR’s/calls and identify the training requirements of each Team Member
Skip level with TSAs with a sample size of 25% of CCEs floor strength, month on month. Action points to be documented and close looped with timelines and included in ISO documentation.
Prepare and maintain a high-quality MIS
Understand customer expectations and build in the required changes into the processes
Resolve escalations arising out of feedbacks given by QE’s & TL’s and Team Coaches in a manner which is convincing and just
Identify and work upon the action plan to improve performance of the campaign
QUALIFYING CRITERIA
Undergraduate/Graduate Can apply.
Should have minimum of 4 yrs experience.
At least 2 years in supervisor role with a span of minimum 20 agents
Should have completed at least 3 years in CBSL
Should have performance rating of Met Expectation (3 or B) and above in the last appraisal cycle
Should not have any disciplinary issue in last 1 Year