•
Led a team of 15 employees, ensuring smooth daily operations and consistent achievement of performance targets.
•
Monitored key KPIs including AHT, Call Quality Score, Attendance, IVR Transfer Rate, CSAT, and Productivity; additionally conducted 30–40 call audits daily/weekly as per company requirements.
•
Conducted regular coaching sessions, feedback discussions, and performance reviews to improve overall team performance.
•
Managed customer escalations with professionalism and ensured timely and effective resolutions.
•
Ensured strict adherence to SOPs, compliance guidelines, and quality standards across all processes.
•
Prepared and shared weekly and monthly performance reports with the Manager.
•
Coordinated training for new hires and supported ongoing skill development for existing team members.
•
Improved team efficiency by implementing process enhancements and best practices.
•
Maintained team discipline, resolved conflicts, and supported a positive and productive work environment.
•
Motivated team members to achieve targets and maintain high customer satisfaction.