Customer Service Domestic Voice Lead-BPS

Education Mandatory: Graduates from any stream or Global Equivalent degree Desirable: NA Experience • Minimum 1-year experience as a Team Leader in voice/chat process • Minimum of 3 year of work experience in a Voice/chat Program from premium contact centers Technical Competencies: (Job related) • Proficient in MS Office – Excel, Word and Powerpoint and possess knowledge of GreenBelt, Lean, Scheduling etc • Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools • Should be aware of Ecommerce industry and should have used it in daily professional life Soft Skills: • Responsible for smooth and efficient day-to-operations within their team • Primary objectives of this role are to drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team. • Responsible to coach assigned CSAs on observed areas for improvement with respect to product, process, soft skills and communication. • Should conduct analysis and drive initiatives to improve efficiency within team and CC overall Operations: • Facilitate day to day Operations • Handling 2nd level escalated calls. • Checking on call distribution and/or other operational roadblocks and helping ease them for his/her team • Keep a close track and drive NPS and critical call parameters like AHT and quality scores & continuously review/coach CSAs on the same • Maintain accurate and updated knowledge of all Amazon’s procedures and systems • Provide assistance to CSAs on product and assist CSAs with customer complaints, wherever necessary • Brief the teams daily on changes and issues that affect customers or the team and ensure that staff has access to this information • Encourage and implement best practice across the team People