team leader operations interview questions shared by candidates
How to manage Shrinkage, Attrition and how you can create WOW experience for customers.
Gave examples from past experiences.
My experience in my last company was excellent. I learnt lost of new thinks like call quality perimeter, collaborate with the client, handle 20-25 team members, reduce the mistakes,increase profit for the client with the help of team members, conduct the meetings and many more things.
Shrinkage is the amount of paid time that an employees is not available to do productive work, such a answer phone calls despite being scheduled to work. Attrition is an component of contact centre shrinkage. It is the rate at which the agent work force is reduced through voluntary for example resignation transfers promotions etc. For involuntary for example termination disability sick leave of etc. Optimise it recruiting and hiring.Reducing agent at ration start with hiring the right agent for our team. Establish clear communication channel. Enhance customer satisfaction focused monitoring. Enhance recognization and rewards program.
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