Duties & Responsibilities:

• Responsible for team mentoring.
• Keep track of schedule adherence. Providing real time Floor Support to agents taking calls.
• Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge
• Motivating the team members to achieve targets set by the company taking the key metrics into consideration.
• Knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.
• Taking regular pre and post shift huddles discussing high and low pointers.
• Providing Floor support to agents and providing other assistance ​

Qualification

• Bachelor's degree or higher in any fields.
• Good command of English
• Good understanding of system resources and allocation Flexible to work.
• Open to work in rotating shifts and weekends
• Ability to work under pressure
• Result and target oriented with team management and coaching skills
• Proficiency in employee development to assist employees in meeting the Performance Targets through, Hiring, Coaching & Mentoring
• Ability to calibrate employee performance to the Performance Targets through monitoring and Coaching