Team Lead

23 hours ago

NCR, India 1Point1 Full time

Designation-Team Lead for Customer Service Process

Job Location: Gurgaon

Industry-BPO Company

Excellent Communication skills required.

Job Description:

Key Responsibilities:

. Lead and inspire a team of Customer Care Specialists by continuously developing and supporting them.

  • Manage the daily workflow and ensure KPIs are being met - making sure the company SLAs, quality, tone of voice, and key metrics are being met across the Customer Care Organization.
  • Lead team meetings and weekly 1-1s with all members, providing support and feedback on open cases as needed, and guiding wider discussions on skill and career development.
  • Utilize the quality assessments of your team members solved cases, providing helpful feedback on how to improve further where applicable.
  • Take a leading role in the onboarding and training of new team members, which includes company products, how to use our tools, issue troubleshooting and resolution best practices, while ensuring that each specialist is ramped up quickly.
  • Foster a data-driven mindset, using Reports/Dashboards to analyse metrics to inform senior management on performance, market conditions, fluctuations in numbers and needs.Identify opportunities for process automation and optimization, implement changes to enhance the customer experience, with a focus on scalability and driving customer satisfaction

Experience required:
Experience: 2-4years of experience in Customer Service Process as Team Leader in BPO Company.

Personal Attributes and Competencies:
Strong verbal, written, presentation and persuasive skills that effectively communicates with
Experience of making and developing strategies
Strong negotiation skills that demonstrate creative, innovative problem-solving approaches to complex situations.
Strong analytical and problem-solving skills.

Interested Candidate can connect

Job Types: Full-time, Permanent

Benefits:
Health insurance
Provident Fund

Schedule:
Rotational Shift

Work Location: In person( Gurgaon)

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