Team Leader Voice process : Shillong( Night shift)
- 24 7 ai
- 5 - 10 years
- Shillong
- 3 months ago
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Job Description
Role & responsibilities
- Plan Schedule SLAs (Service Level Agreements) timely and efficient execution
- Study and understand data and make data driven decisions to drive performance
- Maintain and discuss Plans of Action with agents to ensure smooth functioning and meet
- target Goals
- Set goals and targets, discuss with team and mobilize resources with a POA (Plan of Action)
- towards outperformance
- Conduct complete breakdown analysis on process failures, re-engineer work strategy,
- functions for better results
- Set Long term and Short term goals, work out required staffing, training needs, Quality
- requirements to achieve goals
- Monitor chats from a holistic perspective, which includes maintaining quality, basic
- language and product level monitoring and share feedback with agents
- Plan and carry out coaching conversations with team members to help them improve
- performance
- Able to lead Client calls/Calibrations
Job Responsibilities
- Team Leader for Blended process is the first contact for all the agents and SMEs.
- Conduct effective pre-shift meetings with the agents to communicate daily goals and other current objectives.
- Communicate objectives on a daily, hourly and monthly basis to the front line associates.
- Utilize various techniques to audit individual front line associates to identify needs and opportunities for improvement.
- Deliver constructive feedback on their skills and performance.
- Communicate training and policy & procedure issues and needs to suppliers training personnel.
- Track observed agent performance versus goals on an hourly basis.
- Motivate and encourage the assigned team of associates.
- Conduct effective CSR screening interviews, as required or needed.
- Review and audit all Passive and Negative Survey chats per agent daily (real-time).
- Supervisor ratio should be a minimum of 1:15 ratio.
Preferred candidate profile
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: 24 7 aiLocation(s): Shillong+ View Contact
Keyskills: team leader Blended Process Voice Process
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24 7 ai
[24]7.ai is redefining how artificial intelligence, human insight, and deep vertical expertise can produce personalized, satisfying customer experiences. Our advanced conversational AI platform predicts consumer intent to create frictionless interactions that strengthen relationships and ...
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