AxisPhone:Asst TL/Coach - Voice

About the role

The role exists to coach a team of inbound call agents along with the Supervisor. It also is responsible for managing key performance indicators for the team like average handling time, adherence, client experience metrics, sales, quality, digital migration, etc.

What you'll do

• � Coaching a team of inbound call agents along with the Supervisor
• � Providing timely resolution and customer communication on escalated cases
• � Managing client experience metrics and improving them through various interventions
• � Ensuring process efficiency by achieving nil defects and meeting targets of call quality
• � Identifying training needs of the team and developing team members via coaching, live barge-ins, feedback, training, etc

What you need

• 5–8 yrs of experience
• Sales
• Escalation handling
• Problem solving
• Upselling
• Employee engagement
• Cross-selling
• Any graduate