Roles and Responsibilities
- Manage customer support team to achieve SLA targets, ensuring timely resolution of customer queries and issues.
- Conduct daily briefings, coaching sessions, and performance evaluations to improve team members' skills and productivity.
- Identify areas for improvement and implement strategies to reduce shrinkage rates through effective people management skills.
- Monitor KPIs such as AHT, CSAT, TAT, attrition rate, and rostering compliance to ensure optimal operations efficiency.
- Collaborate with other departments (e.g., sales) to resolve complex customer complaints and maintain high levels of customer satisfaction.
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Regards,
Charlie HR
[email protected] - Send your resume to this email
📌 Subject Matter Expert (Hyderabad)
🏢 TP
📍 Hyderabad