01Key Responsibilities
Team Management:
- Lead, mentor, and motivate a team of customer service representatives.
- Conduct regular team meetings, one-on-ones, and performance reviews.
- Address team concerns and provide feedback for continuous improvement.
Performance Monitoring:
- Monitor and analyze team performance metrics (e.g., call handling time, customer satisfaction scores, adherence to scripts).
- Set and track performance targets and KPIs.
- Implement strategies to achieve and exceed performance goals.
Quality Assurance:
- Ensure adherence to quality standards and protocols.
- Conduct regular quality checks and audits of calls.
- Provide coaching and training to enhance service quality
Other
02Requirements
Flexibility to work in different shifts, including nights and weekends.
Solid understanding of customer service principles and practices. Ability to handle high-pressure situations calmly and effectively.
Candidate must be ready to work in US shifts(Both way cab will be provided)
Interested Candidates can share your CV - anitha.c@sagilityhealth.com. .
