The opportunity
Mode : 24*7 Rotational shifts & Rotational week offs
What you'll do
Manage, coach, and develop a team of Customer Care Specialists while: monitoring attendance, schedule adherence, productivity, and overall performance.
Provide regular coaching, feedback, and performance development through: Quality Assurance reviews, One-on-One sessions, and real-time coaching to improve customer experience and operational performance.
Train and develop team members on product functionality, customer handling: skills, troubleshooting techniques, compliance expectations, and new product releases.
Foster an engaging and collaborative team environment by maintaining open: communication, encouraging feedback, and supporting career development.
Monitor team performance across key operational metrics including CSAT,: Quality, Productivity, SLA attainment, Resolution Time, and Schedule Adherence, driving action plans where needed.
Identify operational trends, recurring customer pain points, and process: improvement opportunities, communicating recommendations with a solutions-oriented mindset.
What they're looking for
- Ensure compliance with established support processes, quality standards, data: privacy requirements, and operational guidelines.
- Support business readiness initiatives, process changes, and the adoption of: new tools, technologies, and AI-enabled support capabilities.
- + years of experience in customer service, customer support, or customer: success roles with a strong focus on customer satisfaction and delivering exceptional customer experiences.
- + years of experience leading teams, including performance management,: coaching, employee development, and engagement.
