Title: Team Manager
Requisition ID:
13238
City:
Bengaluru
Country/Region:
IN
Job Description
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
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- Should have 2-3 years of experience in US/Europe Voice Support
- Should have basic knowledge of desktop / laptop / hardware support
- Should have experience in a similar process in a contact Centre environment
- Should have atleast had some experience as an SME where they have managed / mentored a small team
- Should be open to working from office and in shifts (including night shifts)
- Should have good English communication skills (No compromise on communication)
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Deliver
No | Performance Parameter | Measure |
1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
2 | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |