Associate Manager - Team Manager

📋 Description

• Manage team performance on customer experience metrics (Resolution and CSAT) through call
• Address team-level performance variation through targeted coaching for outliers and continuous
• Fulfill weekly deliverables: coaching compliance with root cause analyses and action plans, audit
• Provide suggestions for product, business, process, and/or policy improvements
• Present team performance to clients as needed
• Address attendance and attrition by building team relationships, managing morale, and removing

🎯 Requirements

• 1 to 2 years of experience as a Team Leader/Team Manager in a BPO setup
• Proficient in MS Office
• Ability to work in a fast-paced environment
• Proactive in building trust with team members and strong team-player qualities
• Strong analytical skills, ability to interpret data and trends, and suggest improvements
• Strong verbal and written communication skills