Manage a team of 15-20 agents and ensure that the quality and productivity targets are met.
Meeting SLAs at levels.
Review/generate reports to monitor performance.
Provide coaching and feedback to team members to enable them to improve their performance.
Assist new hires such that they are productive on the floor in the shortest possible timeframe.
Ensure that every Brand Expert adheres to the Process.
Communicating Process changes/updates in Real time.
Handle customers escalations
Ensure that maximum chats are handled by the brand expert/operations staff instead of being transferred based on the information provided.
Monitoring quality of the team.