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Lead and manage a team of callers, providing guidance, coaching, and support as needed. Monitor key performance metrics related to app usage.
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Manage team productivity by maintaining an average talk time of 6 hours per day per agent.
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Ensure the team answers a minimum of 120 calls per day.
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Handle escalated customer concerns and complaints, demonstrating empathy and professionalism in every interaction.
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Monitor customer interactions to ensure quality standards are met and maintained.
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Analyze customer support metrics and KPIs to track performance and identify trends.
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Utilize analytical skills to identify trends, areas for improvement, and implement strategies to enhance team performance.
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Lead and motivate the team to achieve set targets within specified timelines.
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Minimum 3 years of experience in customer service, with at least 1-2 years in a leadership role.
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Strong analytical skills with the ability to interpret data and make informed decisions.
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Proficiency in Excel and Google Sheets for data analysis and reporting purposes.
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Exceptional problem-solving abilities and the capacity to handle challenging situations.
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Proven leadership qualities with the ability to inspire and motivate team members.
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Ability to work effectively under pressure and meet tight deadlines.
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