Binated - Team Lead - Customer Service

2 weeks ago

Pune, India Binated Full time

from BPO and Design sectors are preferred.Role: Team Leader.Team Leaders are essential in leading and managing our team of Designers, to provide exceptional customer service while meeting performance responsibilities of the Team leader are as outlined below.- Oversee day-to-day operations , delegate & monitor tasks, and performance with predefined deadlines, without compromising quality of delivery.- Establish targets and key performance areas for the team.- Ensure that team to customer communication is effective and interpretation of customer communication is correct.- Set clear team goals and guide team to achieving the same.- Effectively delegate duties /work to others and ensure they accomplish their goals on a daily, weekly, and monthly basis.- In charge of creating and sharing the schedule to the members of the team.- Ensure that the team is capturing data relevant to the process, which can then be used to graphically represent the work being done.- Conduct performance reviews on a regular basis.- Conducts regular touch base meetings with the team giving feedback and improvement suggestions.- Ensure that every team member has a backup resource to perform the same task.- Wherever required, jump in to manage the process, and ensure that there is no interruption in service.- Determine the necessary training needs and coach & develop team.- Motivate the team and create a positive team environment with an open communication culture.- Give recommendations to improve procedures for management of the team and the processes.- Supports Team Manager and share feedback, discuss processes and improvements.- Provides quality customer service, including interacting with customers, prompt email responses and effective handling of customer concerns.- Manage Escalations and suggest resolutions.- Manage the Turn round time.Skills Required:To effectively manage teams and drive performance, the Team Leader is required to have the following the following skill set.- Leadership Strong leadership abilities are an integral part in inspiring and motivating team members.- Set clear expectations, provide guidance, and offer guidance and support when needed.- Communication Excellent verbal and written communication skills.- These are required for conveying instructions effectively, sharing feedback and building good interpersonal rapport among team members as well as customers.- Conflict Resolution Strong conflict resolution skills are required to address and resolve conflicts fairly and diplomatically with clients or within teams.- Problem-Solving Excellent problem-solving abilities are required to quickly address challenges, make quick decisions, and find solutions for issues arising in daily tasks / activities in a process.- Customer Focus The organizations operations center around providing superior customer experiences by customer support associates.- Team Leaders must possess strong customer focus while instilling that same mindset in their team members.Job Types: Full-time, Leave encashment.- Paid time off.- Provident Monday to Friday.- Night shift.- US shift. (ref:iimjobs.com)

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