Impel Service & Solutions Limited

1. Team Management

• Lead, supervise, and motivate team members to achieve daily performance targets.

• Prepare shift schedules, monitor attendance, and conduct regular team briefings.

2. Performance & Quality Management

• Track key performance indicators (AHT, CSAT, FCR, Quality) and ensure adherence to established processes.

• Conduct call quality audits, provide constructive feedback, and implement performance improvement plans.

3. Training & Development

• Coach and mentor team members while supporting the onboarding and development of new employees.

• Communicate process updates and ensure team members remain knowledgeable about current procedures.

4. Reporting & Communication

• Prepare regular team performance reports and escalate operational issues when necessary.

• Maintain effective communication between team members and management.

5. Customer Experience & Process Improvement

• Handle escalated customer concerns and ensure a high standard of customer service.

• Identify opportunities for process improvement and encourage team members to share feedback and suggestions.