Customer care team lead

$1,000 per project

5 years of experience in Inbound Phone Support as team lead. -Handling span of 4 to 5 team(80 - 90 agent Approx). -Achieving goal of organization and clients. -Manage all the daily task and work of the BPO -Handling the team member and motive them to increase the qualitative performance. -Arrangements of training for the new joiners. -Makes monthly review of the performance of the employees for the annual appraisal. -Make proper utilization of resources and also control cost. -Timely arrange the awards for the good performers. -Make the standards for the best service quality. -Real time service level and AHT tracking, -Roster planning, Monthly Leave planning. -Productivity planning, strategy planning with team to recover login hr loss. -Shrinkage and attrition planning. -Preparing RCA of any performance impact. -Conducting quality calibration with QA,Trainer & Operation. -Highlighting Driver VOC to the client. -Attending weekly Client call and daily manager meeting to provide weekly review to the reporting manager. -Call monitoring and coaching feedback. -Team meeting and strategies sheeting planning -Monitoring KPI (C-sat, quality,AHT) hourly basis performance of team and process wise. -Red inking supervisor packet where they creating monitoring and coaching. -Dip-check on agent monitoring and coaching feedback

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$1,000 per project

Mumbai, India

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Customer care team lead