About this role
A1 to A3
- Average PMI (last 6 months)/PMS rating 3 and above
- 2 years in current role
- No Warning Letter issued in the past 6 months
- Mandatory E-learning courses certified wherever applicable
A2 to A3
Or
P1 to P2
- 1 year of exp in the current role
- Mandatory E-learning courses certified wherever applicable
- Lead and motivate a team of customer service representatives, fostering a positive and productive work environment.
- Oversee daily operations, ensuring efficient and effective handling of customer inquiries and requests.
- Monitor and evaluate team performance, providing regular feedback and coaching to enhance skills and productivity.
- Implement and maintain quality assurance processes to ensure consistent and high-quality customer interactions.
- Collaborate with other departments to align team goals with overall company objectives and strategies.
- Identify areas for process improvement and implement innovative solutions to enhance efficiency and customer satisfaction.
- Conduct regular team meetings to discuss performance, provide updates, and address any concerns or challenges.
- Ensure compliance with company policies, procedures, and regulatory requirements, maintaining a high standard of professionalism.
- Build and maintain strong relationships with key stakeholders, including clients and internal teams.
- Stay updated with industry trends, best practices, and emerging technologies to drive continuous improvement.
- Minimum 1+ years of experience in Digitide.
- Strong e-commerce background, preferably in customer support operations.
- Proven experience in team management, coaching, and performance improvement.
- Strong understanding of operational metrics such as CSAT, Quality, Productivity, AHT, and SLA management.
- Excellent communication, stakeholder management, and problem-solving skills.
- Ability to lead high-performing teams, drive employee engagement, and manage customer escalations.
- Experience in cross-functional collaboration and continuous process improvement.
- Proficiency in preparing performance reports and conducting regular feedback sessions.