Impel Service & Solutions Limited

  Team LeadershipLead, supervise, and motivate team members to achieve daily performance targets while managing shift schedules, attendance, and team briefings. Performance & Quality ManagementTrack key performance metrics (AHT, CSAT, FCR, and Quality), ensure compliance with operational standards, conduct call evaluations, and provide constructive feedback for continuous improvement. Training & Team DevelopmentCoach and mentor team members, support the onboarding of new employees, and ensure the team remains updated on processes and policy changes. Reporting & CoordinationGenerate performance reports, escalate operational issues when necessary, and facilitate effective communication between management and the team. Customer Service & Process ImprovementResolve escalated customer concerns, maintain high service standards, and recommend process enhancements while promoting a culture of continuous feedback and improvement.