Responsible to lead a team of CSRs in absence of Team Lead, reporting to the floor manager.
Ensuring team鈥檚 compliance to company鈥檚 policies and procedures and ensuring that highest quality of service is delivered to the customers.
Responsible for the overall performance of the team.
Ensuring smooth floor operations including but not limited to shift handover, break management and inventory check.
Preparing deserving CSRs for future elevations.
Call Monitoring:
Active Listening 鈥� listening to live calls for 30mins sitting side by side with CSRs.
Daily Call Evaluation 鈥� evaluating 1 call per CSR on the prescribed sheet and mailing it to Floor Manager and Quality Analysis Team....
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