Responsibilities
•    Review content and provide resolution based on prescribed guidelines
•    Provide resolution to maintain standards of quality
•    Recognize trends and patterns and escalate issues timely
•    Provide insights to help improve the support to the users
•    Maintain a thorough understanding of process and policies
•    Provide excellent customer service to our customers
•    Monitor team members and able to provide guidance whenever needed
•    Manage the flow of day-to-day operations
•    Build reports to update the company on the team's progress
•    Rapport building with the internal & external stakeholder
•    Deal with any issues that arise during shift promptly and professionally, seeking advice from the duty manager where necessary
•    Ensure that the highest possible levels of customer service are always delivered
•    Assist the Manager as and when necessary to make the business run effectively and efficiently
•    Communicate clear instructions to team members

Qualifications we seek in you

Minimum qualifications
•    Any Graduate (PG an added advantage)
•    Relevant experience in Team Handling/ people facing role. Proven track record for handling 15 to 20 resources and keeping an engaged workforce
•    Proficient in English
•    Speech X score: C1 or above
•    KF scores >35%
•    Should be flexible to work in 24*7 environment and rotational shift and week off.
Preferred qualifications
•    Effective probing skills and analyzing / understanding skills
•    Problem solving skills with customer centric approach
•    Must be able to work on a flexible schedule (including weekend shift work)