Job Description
ο· Leads a team of 12- 20 customer service associates and motivates them to achieve the teamβ SLA.
Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
ο· Floor walks regularly for at least 5 Β½ hours per day to supervise, coordinate, and monitor the activities
of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
ο· Strong organizational, planning and analytical skills.
ο· Basic arithmetic and statistical skills for analysis of data and generation of reports.
ο· Problem solving skills
Key Performance Indicators
ο· Handles any escalations that an associate is unable to handle, solves process related quer...