- Supervise, guide, and motivate a team of customer service agents.
- Monitor daily operations to ensure team members meet their KPIs, including call handling, resolution time, and quality scores.
- Schedule and manage agent shift to ensure coverage during peak hours.

# Performance Monitoring and Coaching:

Conduct regular performance reviews and one-on-one coaching sessions.
Provide constructive feedback to improve agent performance, communication skills, and customer-handling abilities.
Identify areas for training and skill development.
# Customer Issue Resolution:

Handle escalated customer queries and complaints to ensure quick and satisfactory resolutions.
Analyse recurring issues and suggest process improvements to minimize escalations.
# Performance Reporting:

Prepare and share team performance reports,



including productivity, quality, and customer satisfaction metrics.
Highlight areas of concern and recommend solutions to improve performance.
# Process Improvement:

Collaborate with the operations and quality teams to streamline processes and enhance customer experience.
Ensure compliance with company policies, contact centre protocols, and customer service best practices.
# Motivation and Team Engagement:

Build a positive and energetic work setting that fosters teamwork and high morale.
Recognize and reward top-performing agents to maintain team motivation.Maximum handled 30 agent

📌 Contact Centre Customer Service Team Lead (Mumbai)
🏢 Fatakpay
📍 Mumbai