Team Leader/ Operation
Experience
3 Yrs-6 Yrs
Employee type
customer service and operations
Posted
Sept 2025
Offer Salary
40,000/--50,000/-
Job Description
Job Purpose:
- Managing a Team of CSRs / basis role aligned to Process
- Manage team of 15 CSRs for day to day operations.
- Willing to take 15-20 escalations in a day and has the passion to interact with difficult customers to improve customer experience and PPBL Brand image.
- Conduct daily 15 minutes Pre shift and 15 minutes Post shift team briefing sharing CSR Productivity and Quality performance and expectations. Also share new updates and conduct quizzes during this time.
- Login and take calls for 2 hours in a week.
- Attend trainings for personal knowledge and development. Clear New Hire training and weekly certifications in 1st attempt.
- Conduct Weekly CSR 1:1 documented review sharing performance trend against targets, expectation, action plan and commitment from each CSR.
- Should possess excellent people management skills
- Should be extremely particular about time management skills and lead by example by reporting to work before time, taking breaks along with the team and managing work and day in a structured and organised manner.
- Analyze and Report Trends in CSR/Process performance
- Implement corrective action plans as and when required.
- Daily audit on No C-sat calls for the team.
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