Job Description:

  • Manage the performance of a team of customer service analysts.
  • Monitor and improve the performance of the team in terms of productivity, process adherence, and customer satisfaction.
  • Provide support to drive process improvement by conducting individual coaching and feedback sessions and periodic one-on-ones that focus on improving customer satisfaction, employee communication and technical skills.
  • Manage the incoming volume/queues to meet KPIs and taking appropriate actions (breach adherence, arranging for overtime, etc.).
  • Manage the team effectively and become a successful coordinator between the assigned team and internal/external customers.
  • Participate in all front-line activities to maintain/enhance knowledge of the product.
  • Keep a check on attrition and absenteeism.
  • Manage questions, escalations and concerns from Level 1 and Level 2 agents.
  • Cascade new information, updates and conduct team huddles.
  • Follow up and resolve escalated concerns to other groups/departments.
  • Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution.
  • Take an extra mile to engage customers.



  • Bachelor’s Degree or higher in related fields.
  • Has relevant experience in leading a team preferably in a contact centre or Customer Service setting.

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