Key Responsibilities

- Performance Management : Monitor team KPIs (e.g., Average Handling Time, CSAT, NPS) and deliver individual/team targets.
- Coaching & Development : Conduct regular 1-on-1 meetings, coaching sessions, and training to improve agent performance.
- Operational Oversight : Manage daily attendance, rosters, and workflow to ensure adequate coverage.
- Reporting : Prepare reports on team performance and identify areas for improvement.
- Communication : Conduct team briefings (huddles) to update on product changes, policy updates, or daily goals.

Required Skills and Qualifications

- Experience : Proven experience in a supervisory role, often in a BPO or call centre environment.
- Leadership : Ability to lead, motivate, and mentor a diverse team.




- Communication : Excellent verbal and written skills for interacting with agents and senior management.
- Problem-Solving : Strong critical thinking to handle complex customer issues and process improvements.
- Technical Proficiency : Knowledge of CRM software and telephony systems.
- Education : Graduation in any stream. Certifications in customer service are often preferred.

Job Types : Full-time, Permanent

Pay: ₹20,000.00 per month

Perks :

- Health insurance
- Provident Fund

Work Location: In person

📌 Shift Supervisor - Call Centre (Patna)
🏢 Zen Plus Private
📍 Patna