Service Coord Team Lead

2 weeks ago

Mumbai, India NCR Corporation Full time

Role & Responsibility

  • Develop and implement customer service policies and procedures
  • Monitor customer service Planners performance and provide ongoing coaching and feedback
  • Analyse customer service trends and recommend improvements
  • Train and onboard new customer service Planners.
  • Monitor customer service Planners adherence to company policies and procedures
  • Ensure customer service Planners maintain a high level of customer service
  • Prepare and analyse customer service reports.
  • Foster an environment of collaboration and teamwork among customer service Planners.
  • To arrange refresher course for the SPs on process changes and updates, if any. Administrative/ Operational support to SPs.
  • To manage and maintain good working relations within the team.
  • Motivate team and provide timely follow-ups
  • Call quality monitoring for SPs regularly and ensure to take corrective measures for improvement.
  • Monitoring SRs regularly for compliance and checking Escalation process happening against the required SRs.
  • Solving queries on floor.
  • To plan the roster and leaves across the team
  • To counsel/ guide and lead the team effectively To manage and monitor the KPIs.
  • To ensure high quality of support to the team on job shadowing, training on process etc.

Requirements and Qualifications

  • Bachelors degree with any specialization/Degree in Management will be added advantage.
  • Minimum of 5 years of experience in customer service
  • Excellent leadership and organizational skills
  • Strong communication, problem-solving, and decision-making skills
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
  • Able to handle multiple tasks and prioritize effectively
  • Able to motivate and mentor customer service Planners.
  • Knowledge of customer service software and systems

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