• Support team manager and performs management duties.
• Team handling and taking escalation calls.
• Communicates deadlines and sales goals to team members.
• Conducts team meetings to update members on best practices.
• Provide quality customer service, answering customer enquiries and effectively handling customer complaints.
• It can be used to optimize assignment for skills-based routing and to identify knowledge gaps that can be rectified with additional training.
• Which may include achievement of first-call resolution, post-call measures of customer satisfaction, lead generation, or other measures of performance..
• Voice quality management for contact center supervisors, making it easy to assess hold time, average call handling time, and measures of customer satisfaction, alongside custom reporting on specific business goals.
• Monitoring and managing Voice quality of the individual Calls by recording some percentage of agent calls, which can then be scored against each contact center’s key metrics
• Excellent verbal and written communication skills
• Good problem solving and critical thinking ability.
• Detail - oriented and process - focused. Must be able to follow the process and document interactions as per requirements in a clear and concise manner
• Must be able to interact with customers and internal stakeholders comfortably
• Good Aptitude
• Exceptional interpersonal skills.
• Excellent communication and interpersonal skills:
• Good verbal communicator and presenter
• Professional presentation and "Presence"
• Can work autonomously but is also a team player, self motivated and positive
|Experience||2 - 3 Years|
|Salary||3 Lac To 3 Lac 75 Thousand P.A.|
|Industry||ITES / BPO / KPO / LPO / Customer Service|
|Qualification||Other Bachelor Degree|
|Key Skills||Team Handling Team Leader Team management|
Client of SCS universal
|About Company||Leading Company situated in North Delhi dealing in to field of Ayurveda treatment, Clinics etc.|