Team Lead - Voice_A
KolkataFull-time3–6 yrsPosted over a month ago
Mid-level customer support role at Gratitude in Kolkata. Needs 3+ years and a degree.
About the role
The role will be responsible for team performance, service levels, quality, productivity, customer escalations, coaching and compliance.Key ResponsibilitiesLead and manage an international voice customer-service team to achieve SLA, Quality, AHT, CSAT and productivity targets.Monitor real-time operations, staffing, workload, attendance, schedule adherence and service levels.Conduct daily huddles, one-to-one coaching, performance reviews and development sessions.Monitor agent performance through…
What you need
- Customer service
- Voice process
Good to have
- CRM
- Escalation handling
- Performance management
- Six Sigma