• Devise ways to optimize procedures and keep staff motivated• Formulate the daily operation planning to achieve the set KPIs of the organization (Ncell Pvt. Ltd.)• Measure performance with key metrics such as call abandonment, calls waiting etc.• Ensure adherence to policies for attendance, established procedures etc.• Keep management informed on issues and problems• Prepare weekly/monthly/annual analysis report with results • Manage/support the agents by walking around their extension to answer their queries• Take calls which agents can’t handle and be available when an agent appears to need assistance• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.• Keep track of attendance with daily statistics like paid leave, sick leave, urgent leave etc.• Develop schedules with agents each month to ensure call center objectives are covered• Support higher level team regarding the overall floor operation

• Following call center “scripts” when handling different topics• Identifying customers’ needs, clarify information, research every issue and providing solutions • Interact with team Supervisor to enhance the overall required performance with extra qualitative and quantitative targets to meet the incentive criteria• Maintain customer satisfaction ratings based on explicit criteria set forth by the company• Attend mandatory training sessions to stay updated on product or company policy changes• Stay updated with the knowledge of each service, product and promotion• Show flexibility and ability to work in various shifts as per the requirement on the floor• Use the appropriate way to deal with different behavior and types of customers on telephone• Handle the calls in a professional manner by understanding the impact of customer serving attitude• Participate on various recreational activities by achieving all the set targets