Team Leader Customer Service:
Leading the Team: The call center team leader is responsible for leading a team of customer service representatives to achieve the goals and objectives set by the organization. This includes setting clear expectations, providing guidance and support, and holding team members accountable for their performance.
Coaching and Development: The team leader must provide ongoing coaching and development to team members to improve their skills, knowledge, and performance. This may include conducting regular training sessions, providing feedback on calls, and identifying areas for improvement.
Quality Control: The team leader is responsible for ensuring that all team members adhere to the organization's quality standards and best practices. This includes monitoring calls, reviewing customer interactions, and providing feedback to team members to improve their performance.
Customer Satisfaction: The team leader is responsible for ensuring that customers are satisfied with the service provided by the call center. This involves monitoring customer feedback, addressing complaints and concerns, and implementing corrective actions to improve customer satisfaction.
Reporting and Analysis: The team leader must track and report on key performance indicators (KPIs) such as call volume, average handle time, and customer satisfaction ratings. They may also analyze data to identify trends and make recommendations for process improvements.
Recruitment and Training: The team leader may be responsible for recruiting and onboarding new team members, as well as providing training and development opportunities to improve their performance.
Motivation and Engagement: The team leader must keep team members motivated and engaged by fostering a positive work environment, recognizing and rewarding top performers, and promoting teamwork and collaboration.
Roles and Responsibilities:
Lead a team of customer service reps and provide quality customer support and L1 technical troubleshooting services via Calls and Chats
Carry out supervisory responsibilities for the process and answer incoming calls & e-mails while responding to customer's queries or issues
Deliver internal and external reporting dashboards
Provide resolution for all people and client-related issues while doing on-the-feet thinking
Identify process loopholes and suggest improvements
Ability to clearly interpret the management needs and deliver as per expectations
Be available as per business requirements and show flexibility in work hours
Research, identify, and resolve customer complaints using applicable procedures
Follow up with customers where necessary via outbound calls or e-mails, whichever is applicable
Desired Candidate should have:
Confident and pleasing personality
A problem solver and collaborative attitude with good people management skills
Experience with client reporting and excellent MS Office skills
Superior listening, verbal, and written communication skills
People Leadership Experience with coaching and feedback expertise
A sharp understanding of the business and client requirements
Should be willing to work stretch hours, as and when required
Computer savvy and proficient in relevant computer applications
Knowledge of customer service practices and principles
Open for Noida location and 24*7 Shifts