Managed and supervised a team of customer service representatives to ensure high performance and productivity.
Monitored daily operations, call quality, and adherence to KPIs such as AHT, CSAT, and conversion rates.
Provided real-time support, coaching, and feedback to team members to improve performance.
Handled escalations and resolved customer issues efficiently to maintain service standards.
Conducted team briefings, training sessions, and performance reviews.
Ensured compliance with company policies, processes, and client requirements.
Analyzed reports and MIS data to identify gaps and implement process improvements.
Coordinated with internal teams (QA, Training, IT) for smooth operations.
Motivated the team to achieve targets and maintain a positive work environment.
