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Customer Service Team Lead

2 months ago

mumbai, India Adept Global Full time
Job Title: Customer Support Team Lead (Voice, Email & Chat)
Location: Vikhroli, Mumbai
Days: 6 Days with Rotational Week off
Exp: 5 years with minimum 2 years as a Team Leader
Job Summary:
The Customer Support Team Lead will be responsible for leading a team of customer support agents, ensuring that service level agreements (SLAs) and turnaround times (TATs) are consistently met. This role involves managing day-to-day operations, including scheduling and rostering agents, monitoring performance, and handling escalations when agents are unable to resolve customer issues. The Team Lead will play a crucial role in maintaining high standards of customer service by adhering to company policies and continuously improving the team's efficiency and performance.
Key Responsibilities:
Team Management:
Lead, motivate, and develop a team of 6-7 customer support agents to deliver excellent customer service.
Manage the team's roster, including scheduling, shift planning, and leave management to ensure adequate coverage at all times.
Conduct regular one-on-one sessions and team meetings to provide feedback, coaching, and support to the agents.
Performance Monitoring:
Track and monitor team performance against established SLAs and TATs, ensuring targets are consistently met or exceeded.
Identify areas of improvement within the team and implement action plans to address performance gaps.
Develop and maintain performance reports, analyzing trends and recommending strategies for improvement.
Escalation Management:
Act as the primary point of contact for escalations when agents are unable to resolve customer issues.
Work closely with agents to understand the nature of escalations and provide guidance to resolve them promptly and satisfactorily.
Communicate effectively with customers during escalations, maintaining professionalism and ensuring a positive resolution.
Policy and Compliance:
Ensure that the team adheres to all company policies, procedures, and compliance requirements.
Regularly review processes to ensure alignment with organizational standards and suggest improvements where necessary.
Train and keep the team updated on any changes in policies or procedures.
Quality Assurance:
Conduct regular quality checks on customer interactions to ensure that high service standards are maintained.
Provide constructive feedback to agents based on quality audits and customer feedback.
Collaborate with the Quality Assurance team to enhance customer service practices.
Agent Development:
Identify training needs and skill gaps within the team and work with training teams to organize appropriate learning sessions.
Foster a positive work environment that encourages teamwork, professional growth, and continuous learning.
Reporting and Analytics:
Prepare and present daily, weekly, and monthly performance reports, highlighting key achievements and areas requiring attention.
Use data-driven insights to make informed decisions that improve team performance and customer satisfaction.
Cross-Functional Collaboration:
Collaborate with other departments (e.g., Sales, Technical Support, and Product Teams) to ensure customer issues are resolved swiftly.
Work with the management team to develop strategies for enhancing the overall customer experience.
Qualifications:
Bachelor’s degree in business, Communications, or a related field.
5+ years of experience in a customer support role, with at least 2 years in a team lead or supervisory position.
Proven experience in managing teams and handling escalations effectively.
Strong understanding of customer support metrics, including SLAs, TATs, and quality standards.
Skills and Competencies:
Excellent leadership and people management skills.
Strong problem-solving abilities and attention to detail.
Exceptional communication and interpersonal skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency in using customer support software (e.g., CRM systems) and MS Office Suite.
High level of resilience, with the ability to remain calm and composed under pressure.