iOPEX
- To manage the day-to-day operations with a team of TAC engineers and meet the required service levels, quality and productivity
- Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team
- Acts as a point of contact for the resolution of customer escalations, inquiries, and complaints from external and internal customers
- Suggest process improvements, Value Adds and Improvement plans as required
- Attend Weekly Review with Client
- Ensure all Company policies and procedures are implemented consistently and fairly.
- Implement best practices on the floor
- Monitoring, coaching and feedback, the responsibility to ensure Top-notch customer experience in every call
- Act as an interface between the team and the management and all Support functions so that the team operates smoothly at the highest efficiency and within the prescribed norms
- Compliance to log-in, log out & scheduled breaks of agents
- Conducting performance appraisal for the team
- Mentor team members to bring out the best among them