Reports to AVP – Customer Support Title
4- 5 TL Level IV-B
Level/Grade IV B Type of position:
Age Criteria 35-40 yrs
General Description of the Job
The job involves –
Assisting in the daily operation of the call center to ensure KPI’s are met and maintained in line with
company defined objectives.
Recruitment planning Coaching and mentoring team leaders/managers while assisting in their
training and development.
Calibrating across their TLs and other Team Managers on the floor to ensure service quality and weed
out any inefficiencies or partialities.
Assisting in the development and implementation of projects to improve performance against
Ensuring customer complaints are actioned and resolved as per service guidelines.
Clearly define responsibilities for all levels and develop key performance indicators/goals to ensure
effective and efficient operation of the call center
Role & Responsibilities
Establish work procedures and processes that support company and departmental standards and
Continuously engage with other functions in the Organization to improve processes by eliminating
gaps for better service delivery and an inclusive culture for the Call Center Team
Assist the Site Head in ensuring that a healthy, performance oriented and positive culture prevails in
the Call Center.
Effectively manage customer escalations. Spear head Reward and recognition and other engagement
activities at the Center
Undertaking regular one-to-one meetings, team meetings at various levels, training and
counselling/coaching sessions for all direct reports, conducting regular performance appraisals and
Initiating and supporting all Service enhancement initiatives across the Org