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Job Description
Structured overview of role & requirementsAbout This Role
Lead and coach a team of call center associates to achieve performance metrics and KPIs.
Manage team metrics including retention goals and participate in attrition reduction strategies.
Handle escalated customer calls and implement corrective actions including termination if necessary.
Minimum Requirements
Graduation degree required.
Experience in people management, coaching, and performance management (exact work experience not explicitly mentioned).
Must have excellent communication skills and ability to handle escalated customer issues.
Location requirement: Bangalore, India.
Ideal Candidate Profile
Experienced in managing call center teams with a focus on meeting sales targets and customer service KPIs.
Capable of implementing performance improvement plans and handling HR-related actions up to termination.
Able to work within a structured environment following policies, procedures and delivering on team development.