Job Description
- Manage and supervise a team of 7–10 agents on a daily basis.
- Prepare and maintain team rosters, shift schedules, and manpower planning.
- Monitor and manage agent attendance, leaves, overtime (OT), and adherence.
- Track and maintain team KPIs, productivity, and salary-related inputs accurately.
- Share daily performance reports and operational updates with the TL/Manager.
- Ensure the team consistently achieves operational targets such as:
- QA (Quality Assurance)
- SLA (Service Level Agreement)
- AHT (Average Handling Time)
- CSAT and other performance metrics
- Conduct regular performance monitoring and provide coaching and feedback to agents.
- Identify performance gaps and implement action plans for improvement.
- Escalate any operational risks, policy violations, customer issues, or team concerns to the TL/Manager immediately.
- Maintain proper coordination with cross-functional teams when required.
- Support new joiners during onboarding, nesting, and operational transition.
- Maintain discipline, professionalism, and positive team morale within the team.
- Handle multiple operational tasks efficiently in a fast-paced environment.
- Ensure compliance with company policies, SOPs, and operational guidelines.
- Strong leadership and people management skills.
- Good communication and reporting skills.
- Ability to multitask and work under pressure.
- Strong analytical and problem-solving ability.
- Smart, proactive, and detail-oriented mindset.
- Excellent teamwork and collaboration skills.
- Proficiency in spreadsheets/reporting tools is preferred.
- Ability to identify risks quickly and escalate appropriately.
- Experience in customer service or operations management is preferred.
Skills
Spreadsheets
What you'll do
Manage and supervise a team of 7–10 agents
