Contract: 6 months, extendable based on business requirements
Location: Hyderabad (Work from Office)
Working Days: 5 days a week | Night Shift
Key Responsibilities
- Manage and guide customer support teams to achieve business targets and performance goals.
- Monitor and maintain SLAs, KPIs, productivity, and service quality.
- Track and manage shrinkage, attendance, and workforce productivity.
- Monitor key metrics such as CSAT, AHT, quality, and customer satisfaction.
- Handle escalations and ensure timely resolution of customer issues.
- Conduct performance reviews, coaching, and feedback sessions for team members.
- Identify performance gaps and implement improvement plans.
- Prepare daily, weekly, and monthly performance reports.