15 Oct
|
IGT solutions
|
India
15 Oct
IGT solutions
India
- Familiarity with U.S. customer service expectations and communication standards.
- Experience working with voice, email, chat, and other omnichannel support platforms.
- Experience with quality assurance and contact center performance management.
- Lead, motivate, and manage a team of Contact Center Representatives.
- Monitor daily team performance against established KPIs, service levels, productivity, quality, and customer satisfaction targets.
- Provide real-time support and guidance to team members in handling customer inquiries and complex issues.
- Conduct regular coaching, feedback, performance reviews, and development sessions.
- Monitor calls, emails, chats, and other customer interactions to ensure quality and compliance with established standards.
- Handle escalated customer concerns professionally and ensure timely resolution.
- Prepare and share daily, weekly, and monthly performance reports.
📌 Team Leader - ACC (Ops) (India)
🏢 IGT solutions
📍 India