Trainer

Role & responsibilities

Lead & manage a team of Customer Service Executives
- Monitor team performance - Quality, AHT, CSAT, Productivity & SLA
- Handle customer escalations & ensure timely resolution
- Conduct team huddles, coaching & feedback sessions
- Track attendance, schedule adherence & punctuality
- Prepare daily/weekly performance reports (MIS)
- Coordinate with Quality, Training & Operations teams

Preferred candidate profile

Graduate in any discipline
- 2-4 Years BPO / Contact Center Experience
- Prior Team Leader / Supervisor experience preferred
- Excellent Communication & People Management skills
- Good knowledge of MS Excel
- Must be comfortable with 24x7 Rotational Shifts