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- Training knowledge base, support agents real time at floor ensure smooth running of day to-day operations and the continuous achievement of operational SLAs and targets through hands-on management of the team.
- Manage key insights, follow up team's performance/KPIs
- Responsible for team mentoring.
- Keep track of schedule adherence. Providing real-time Floor Support to agents taking calls
- Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge
- Knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.
- Taking regular sessions briefing mentees on critical issues affecting the process as and when directed.
- Sharing quality audits coaching associates with appropriate measures to correct Quality Process hygiene.
