Customer Service Domestic Voice Lead-BPS

Location: India

Education Mandatory:
Graduates from any stream or Global Equivalent degree Desirable: NAExperience
• Minimum 1-year experience as a Team Leader in voice/chat process
• Minimum of 3 year of work experience in a Voice/chat Program from premium contact centers Technical

Competencies:

(Job related)
• Proficient in MS Office - Excel, Word and Powerpoint and possess knowledge of Green Belt, Lean, Scheduling etc
• Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools
• Should be aware of Ecommerce industry and should have used it in daily professional life

Soft Skills:

• Responsible for smooth and efficient day-to-operations within their team
• Primary objective s of this role are to drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team.
• Responsible to coach assigned CSAs on observed areas for improvement with respect to product, process, soft skills and communication.
• Should conduct analysis and drive initiatives to improve efficiency within team and CC overall Operations:
• Facilitate day to day Operations
• Handling 2nd level escalated calls.
• Checking on call distribution and/or other operational roadblocks and helping ease them for his/her team
• Keep a close track and drive NPS and critical call parameters like AHT and quality scores & continuously review/coach CSAs on the same
• Maintain accurate and updated knowledge of all procedures and systems
• Provide assistance to CSAs on product and assist CSAs with customer complaints, wherever necessary
• Brief the teams daily on changes and issues that affect customers or the team and ensure that staff has access to this information
• Encourage and implement best practice across the team People
• Managing Team Performance