Team Lead

Job Code # 3

Job Location-  Bangalore

Salary- 8 LPA to 12 LPA

Key skills-
a) minimum 4 years of experience into customer service operations
b) Experience in handling team (at least 10-15 FTEs)
c) Any Graduate

Job Description-
• The Customer Service Process Team Leader will be expected to handle to the following responsibilities –
• – Create an inspiring team environment with an open communication culture
• – Set clear team goals
• – Delegate tasks and set deadlines
• – Oversee day-to-day operation
• – Monitor team performance and report on metrics
• – Motivate team members
• – Discover training needs and provide coaching
• – Listen to team members’ feedback and resolve any issues or conflicts
• – Recognized high performance and reward accomplishments
• – Encourage creativity and risk-taking
• – Suggest and organize team building activities
• – Customer and Client focus maintained
• – Identify opportunities and take action to improve overall productivity across all channels
• – Identify opportunities and take action to improve quality of customer service across all channels
• – Handle customer escalations, need based
• • Excellent Communication and Leadership Skills Job Description for Customer Service Team Leaders
• • Organizational and time-management skills
• • In-depth knowledge of performance metrics
• • Decision making and analytical skills
• • Customer Focus
• • Withstanding Pressure
• • Performance management – drive continuous improvement in agent performance