Tl-customer Support

6 months ago

Kochi, India 18 Steps Full time

**Salary Details**

Annual CTC up to INR 8,00,000 to 11,00,000

**Education**

Graduate/Post Graduate

**Experience**

6-12 Years in Customer Service Domain

A leading UK based MNC in IT industry is looking for:
Position: Team Leader

Reports to : Operations Manager

Team Size: 15 to 20 direct reports

Domain: Customer Service

**Work mode: Hybrid**

Skills: Excellent communication, Team Management, Good Analytical Thinking, Great understanding of KPI, Process Improvement, Employee Engagement and Development

**About the role**:
You will engender a customer-first approach, placing the customer support experience and their satisfaction at the heart of everything you and your team do.

You will collaborate with the Company's Service Desk Leads to promote effective cross-site working practices in support of seamless service delivery.

Roles & Responsibilities:

- Ensure that the customer experience is at the heart of decisions, direction and leadership
- Ensure customer satisfaction by overseeing all activities involved in providing an efficient, secure and reliable service
- Responsible for the quality of customer service interactions delivered by analysts
- Drive knowledge sharing and customer self-service solutions
- Drive achievement of response and resolution Service Level Targets
- Act as an escalation point for your team, internal and external customers, for issues that are brought to your attention
- Assist management in ensuring customer impact of, and opportunities for errors are minimized
- Pro-actively monitor Cases, identifying customer specific or on-going issues including increased activity and fault patterns. Work on mitigation plans with Service Desk Leads
- Monitor and respond to the overall performance of the department, and make recommendations for improvements to support a more efficient cross-site working practice and to continuously deliver a high level of support to customers
- Support the CSAT/NPS/eNPS programme, working to implement required changes for ongoing improvement
- Assess impact of service and product changes and work with Service Desk Leads to mitigate risks
- Represent Kochi company's team on internal meetings (via audio / video when required
- Ensure relevant process and procedures for each Service Desk are adhered to
- Collaborate with Service Desk Leads to promote effective cross-site working practices in support of seamless service delivery and objective success
- Manage ongoing recruitment and successful onboarding of high performing team members
- Manage resource risk to the service including absence and attrition
- Coach, motivate, and mentor employees
- Undertake performance management to include monthly 121s and quarterly performance reviews
- Ensure quarterly objectives are achieved through transactional monitoring of dashboards / reports, ensuring that feedback is provided, and action/support plans created where required
- Assist with identifying training and developmental needs in conjunction with the relevant Service Desk Team Leads through individual performance management and skills gap analysis

**Essential Skills**:

- Experience of managing teams in a support service setting
- Target and results oriented
- Strong organisational and time management skills
- Interpersonal and leadership skills, including conflict resolution, customer service and ability to motivate self and others
- Ability to take ownership of any problem and see through to resolution
- Clear and confident communicator with experience of working in a multi-shore environment
- Initiative with the ability to work independently
- Positive and flexible attitude to work
- Exceptional attention to detail
- Able to react under pressure
- Approachable member of the team
- Able to work within parameters set by the business
- Able to work on own initiative as well as part of a multi-shore team
- Ability to prioritise tasks and workload and multi-task where needed
- Ability to work with cross-functional teams
- Confident in leading internal huddles, team meetings and documenting outputs

**Special Circumstances**:
Ability to adapt and work extended hours based on business requirements

**Salary**: ₹800,000.00 - ₹1,100,000.00 per year

**Benefits**:

- Cell phone reimbursement
- Commuter assistance
- Health insurance
- Life insurance
- Provident Fund

Schedule:

- Monday to Friday
- UK shift

Supplemental pay types:

- Performance bonus

**Education**:

- Bachelor's (required)

**Experience**:

- total work: 6 years (required)
- Customer service: 6 years (required)

**Language**:

- English (required)

Ability to Commute:

- Kochi, Kerala (required)

Ability to Relocate:

- Kochi, Kerala: Relocate before starting work (required)

Work Location: In person

**Speak with the employer**
+91 7306093431

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