Location: Infopark, Kochi, Keralam
Experience: Minimum 5 years in US Inbound Voice Process, including 2 years of team-handling experience (Mandatory)
Qualification: Bachelor's Degree (Mandatory)
Shift: Night Shift (Monday–Friday)
Salary: Up to ₹8 LPA
Requirements
- Minimum 5 years of US Inbound Voice experience.
- At least 2 years of experience in team handling (Mandatory).
- Robust knowledge of SLA, KPI, shrinkage, and attrition management.
- Excellent leadership, communication, and problem-solving skills.
Responsibilities
- Monitor daily team performance, call quality, and productivity.
- Ensure achievement of SLA, KPI, and client targets.
- Conduct coaching, call audits, and performance reviews.
- Handle customer escalations and critical issues.
- Monitor and manage team shrinkage and attrition.
Pay: ₹50,000.00 - ₹65,000.00 per month
Benefits:
- Provident Fund
Ability to commute/relocate:
- Kochi, Kerala: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- What team size did you manage, which SLAs/KPIs were you responsible for, and what were your average monthly attrition and shrinkage percentages?
Experience:
- US Inbound voice: 5 years (Required)
- Team Leading: 2 years (Required)