Job Description

Role & responsibilities Leadership and Management: Supervising and leading a team Motivating and inspiring agents Setting and managing performance expectations Handling escalations and resolving complex customer issues Providing coaching and mentoring Ensuring compliance with company policies and procedures Monitoring and Analysis: Monitoring call center processes Tracking and analyzing performance data Monitoring queue and inbound/outbound calls Identifying development opportunities Communication and Support: Communicating effectively with team members and callers Providing support to agents during peak times and high call volumes Collaborating with other departments Preferred candidate profile BPO industry Good communication skills Team Handling Rotational Shift(Morning/Afternoon/Night)