Key Roles & Responsibilities 1. Team Performance Monitoring o Monitor daily employee performance across chat and voice processes. o Track productivity, quality, attendance, AHT, CSAT, SLA, and other KPIs. o Ensure team members achieve daily, weekly, and monthly targets. o Identify low performers and implement performance improvement plans (PIP). 2. Chat & Voice Process Management o Monitor chat conversations and customer calls to ensure quality standards. o Manage chat productivity, response time, resolution time, and customer satisfaction. o Ensure adherence to process guidelines and client requirements. o Handle customer escalations and provide timely resolutions. 3. Team Handling & Employee Management o Manage team attendance, shift adherence, and daily productivity.



o Conduct regular team huddles, feedback sessions, and one-on-one discussions. o Provide coaching and support to improve employee performance. o Maintain team discipline and reduce absenteeism and attrition. 4. Reporting & Performance Improvement o Prepare daily, weekly, and monthly MIS reports. o Monitor individual and team performance dashboards. o Coordinate with Quality, Training, HR, and Operations teams. o Conduct regular performance reviews and refresher sessions.

Pay: ₹12,000.00 - ₹20,000.00 per month

Work Location: In person

📌 Customer Service Officer (India)
🏢 IBVL
📍 India