SeniorFull TimeENAsia/Pacific
EducationMandatory: Graduates from any stream or Global Equivalent degree Desirable: NAExperience•Minimum 1-year experience as a Team Leader in voice/chat process•Minimum of 3 year of work experience in a Voice/chat Program from premium contact centers Technical Competencies: (Job related)•Proficient in MS Office – Excel, Word and Powerpoint and possess knowledge of GreenBelt, Lean, Scheduling etc•Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools•Should be aware of Ecommerce industry and should have used it in daily professional lifeSoft Skills:•Responsible for smooth and efficient day-to-operations within their team •Primary objectives of this role are to drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team. •Responsible to coach assigned CSAs on observed areas for improvement with respect to product, process, soft skills and communication. •Should conduct analysis and drive initiatives to improve efficiency within team and CC overall Operations:•Facilitate day to day Operations •Handling 2nd level escalated calls. •Checking on call distribution and/or other operational roadblocks and helping ease them for his/her team •Keep a close track and drive NPS and critical call parameters like AHT and quality scores & continuously review/coach CSAs on the same •Maintain accurate and updated knowledge of all procedures and systems •Provide assistance to CSAs on product and assist CSAs with customer complaints, wherever necessary •Brief the teams daily on changes and issues that affect customers or the team and ensure that staff has access to this information •Encourage and implement best practice across the teamPeople •Managing Team Performance
