Job Description:

Supervision and Leadership: Oversee & ensuring the team is meeting performance targets, maintaining good relationship with DPs and providing quality customer service. Guide, motivate, and manage a team of key account managers to achieve their individual and collective goals. Performance Monitoring and Reporting: Monitor center metrics, such as call volume, response time, and sales numbers, customer satisfaction scores. Analyze data to identify areas for improvement and ensure that the team is meeting or exceeding key performance indicators (KPIs). Problem Resolution and Escalation: Address and resolve complex customer issues or complaints that agents are unable to handle. Serve as the point of escalation for challenging situations and provide effective solutions to enhance customer satisfaction. Team handling: Must have team handling Experience and also capable of building team of RMs in their location.