JOB DESCRIPTION Job Position- Team Lead- IVR & Customer Support Location- Bhubaneswar Experience- 5+ years CTC- Negotiable About Company- At iServeU we are using the power of cutting edge technology to unleash the economic potential of rural India through its one of a kind FIAS (Financial Inclusion as Service) stack. The team at iServeU has a DNA of technology and heart of banking. If you are passionate about building technologies that scale from serving thousands of requests per sec to millions then we are looking for you. As a culture iServeU values individuality, inquisitiveness and a strong will to deliver quality. We at iServeU work in project-based sprints in small, interdisciplinary teams .We have around 200 engineers working on changing the lives of 800 million Indians through the power of financial technology. You will be leading and growing a team of executives into IVR & Customer Support. Requirements Key Responsibilities - 1. Leads and manages a team of CSR's in the optimal execution of operations activities (i.e. taking calls, addressing customer issues / complaints, placing orders). Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis. 2. Conducts performance management activities for team members supervised. Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle. 3. Handles escalation calls from CSR's as, exercising discernment on whether or not individuals are capable of handling complex customer calls 4. Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program. 5. Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT). Ensures that passing service levels are met and / or exceeded by maximizing the headcount of CSR's on the floor. 6. Attends to Compensation and Benefits concerns of assigned CSR's, focusing on payroll disputes, the timely preparation and submission of payroll templates. Accurately tracks and indicates hours of overtime Ideal candidate- Any Graduate (Graduation is Must) Min 2 years of team handling experience. Must have good hands on Microsoft office tools. Good communication and team handling skills.