Responsible for maintaining discipline and absenteeism of the team on the floor.

Responsible for staff retention within the team.

Coordination between Managers and Team Members.

Ensure prompt and accurate service and achievement of targets.

Responsible for Team Building & Implementation of Processes

Team handling and Mentoring.

Performance feedback session to be provided to agents.

Analyze various reports including process dashboards & team performance reports.

Should have working knowledge of AHT and WFM.

Primary focus on achieving SLA.

Should have experience in managing a sales or presales campaign in a call center.

Should have excel knowledge, be able to work with reports, and understand the call center metrics like l2c, l2a, conversion percentages.

Motivating associates through effective management, career development & implementation of reporting mechanisms.

Timely Submission of Operations Review

Preparing roster and manage shrinkage

Conduct audits & share feedback with team members

Monitor team performance and report on metrics

Good analytical skills, expertise in MS Excel.