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Consultant
Enlisto Consultant Hiring For Team Leader at Bengaluru / Bangalore Full Time
Driving the Key Performance Indicators of the team, viz CSAT scores, Service Levels , Average Handling Time, Talk Times, Productivity, Absenteeism, Schedule Adherence, etc
Ensure team as a whole exceeds all metrics, SLAs and benchmarks
Ensures all customer queries on calls and emails are responded to within the defined TAT
Ensuring appropriate handling of escalations and judicious utilization of financial & non financial authority for authorizing reversals
Team building & motivating assigned agents towards sustained achievement of performance standards and Unit goals and ensuring minimal absenteeism, productivity leakages and attrition
Ensuring assigned team’s compliance to laid down processes and guidelines.
Point of contact between Team and Management.
Partner with Quality team to hold calibrations sessions
Create a culture which encourages each individual to have the passion to deliver exceptional service
Ensure team as a whole exceeds all metrics, SLAs and benchmarks
Ensures all customer queries on calls and emails are responded to within the defined TAT
Ensuring appropriate handling of escalations and judicious utilization of financial & non financial authority for authorizing reversals
Team building & motivating assigned agents towards sustained achievement of performance standards and Unit goals and ensuring minimal absenteeism, productivity leakages and attrition
Ensuring assigned team’s compliance to laid down processes and guidelines.
Point of contact between Team and Management.
Partner with Quality team to hold calibrations sessions
Create a culture which encourages each individual to have the passion to deliver exceptional service
