A1 to A3 • Average PMI (last 6 months)/PMS rating 3 and above • 2 years in current role • No Warning Letter issued in the past 6 months • Mandatory E-learning courses certified wherever applicable A2 to A3 Or P1 to P2 • Average PMI (last 6 months)/PMS rating 3 and above • 1 year of exp in the current role • No Warning Letter issued in the past 6 months • Mandatory E-learning courses certified wherever applicable • Responsibilities • Administratively manage a team & monitor their performance • Motivate and recognize team members through implementation of the R & R programs • Analyze various reports to enhance productivity • Improve quality of service and increase client delight • Prepare and submit periodic reports of Team performance and should identify the gaps/scope of improvement (if Targets are not met). • Rostering and Scheduling of agents as per Process requirement • Provide end-to-end resolution by taking ownership and doing follow-ups • To ensure required login hours of the team to meet the volume of work. • To ensure all the members of the team are equipped well to handle customer’s queries. • To meet the Team targets like AHT, Quality score, CSAT Etc. • To plan, prioritize and delegate work tasks to ensure proper functioning of team. • Improve the retention of employees • Ensure that both client and end customer gets the right kind of service in a consistent manner by periodically reviewing quality, Customer appreciations or complaints if any. • Managing to achieve process KPI & SLA • Managing to achieve CCE KPI & SLA • Audit calls and identify the training requirements. • Key Deliverables • Quality Scores • Client SLA achievement • Improve CSAT • Low attrition & High Productivity • Attendance compliance • Client satisfaction • Professional Experience • 2-3 years of work experience. • Education • Any Graduate • Minimum of 3 years of experience in a team leadership role, preferably in a customer care or call center environment. • Proven track record of successfully leading and motivating teams, with a focus on customer satisfaction. • Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and customers. • Strong problem-solving and analytical abilities, with a data-driven approach to decision-making. • Proficiency in using customer relationship management (CRM) systems and other relevant software tools. • Ability to work independently and manage multiple priorities in a fast-paced environment. • Excellent time management and organizational skills, with a focus on meeting deadlines and achieving goals. • Flexibility to adapt to changing work schedules and handle after-hours or weekend shifts as needed. • Strong knowledge of customer service best practices and a customer-centric mindset. • Willingness to continuously learn and stay updated with industry trends and advancements.