ISG Technical Lead
About this role
ISG Technical Lead
Job Title: ISG Technical Lead Pune
Job Description The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert). Essential Functions/Core Responsibilities Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert). Assists in driving metrics of the team Monitor closure of service levels regularly. Ensure prompt escalations to Team Captain. Supervise team in the absence of the Team Captain. Monitor performance and quality scores of team. Take production calls as well as escalated calls.
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