A2 to A3

Or

P1 to P2

- Average PMI (last 6 months)/PMS rating 3 and above
- 1 year of exp in the current role
- No Warning Letter issued in the past 6 months
- E-learning mandatory courses certified wherever applicable

Responsibilities

Responsibilities
- Administratively manage a team & monitor their performance
- Motivate and recognize team members through implementation of the R &
- R programs
- Analyze various reports to enhance productivity
- Improve quality of service and increase client delight
- Prepare and submit periodic reports of Team performance and should identify the gaps/scope of improvement (if Targets are not met).
- Rostering and Scheduling of agents as per Process requirement
- Provide end-to-end resolution by taking ownership and doing follow-ups
- To ensure required login hours of the team to meet the volume of work.
- To ensure all the members of the team are equipped well to handle customer’s queries.




- To meet the Team targets like AHT, Quality score, CSAT Etc.
- To plan, prioritize and delegate work tasks to ensure proper functioning of team.
- Improve the retention of employees
- Ensure that both client and end customer gets the right kind of service in a consistent manner by periodically reviewing quality, Customer appreciations or complaints if any.
- Managing to achieve process KPI &
- SLA
- Managing to achieve CCE KPI &
- SLA
- Audit calls and identify the training requirements.

Key Deliverables

- Quality Scores
- Client SLA achievement
- Improve CSAT
- Low attrition &
- High Productivity
- Attendance compliance
- Client satisfaction

Skilled Experience

- 2-3 years of work experience.

Education

- Any Graduate

Qualifications

Graduate

📌 Team Leader (Thane)
🏢 Digitide Solutions
📍 Thane