Team Leader

3 weeks ago

Hyderabad, Telangana, India Hireginie Talent Cloud Full time

About Our Client Our client is a prominent player in the rapidly evolving Internet Service Provider sector in India With a strong commitment to delivering high-speed broadband services the company has established a significant market presence and is continuously expanding its customer base CCNR - Team Leader Location HyderabadExperience 3-6 years of Relevant Experience in Customer SupportQualification Graduation Role Type Team LeadAbout the role The CCNR Team Leader will oversee a team responsible for managing customer complaints network-related issues and ensuring timely resolution to enhance customer satisfaction This role requires excellent leadership problem-solving and communication skills to meet organizational objectives Key ResponsibilitiesCustomer Retention - Responsible for managing customer retention for the assigned circle - Ensure end-to-end lifecycle management of customers in the network - Monitor and control involuntary and voluntary churn to remain within AOP Annual Operating Plan - Drive customer retention strategies across all customer touchpoints Team Management - Lead and mentor a team of CCNR executives of 15 - Allocate tasks and ensure efficient handling of customer complaints and network issues - Monitor team performance and ensure adherence to SLAs Service Level Agreements Customer Complaint Resolution - Oversee the resolution of customer complaints related to network performance and connectivity - Escalate unresolved issues to higher management or technical teams as necessary - Conduct root cause analysis to prevent recurring complaints Network Coordination - Collaborate with the network operations and engineering teams for technical issue resolution - Monitor network outages and ensure prompt updates to customers Reporting Documentation - Maintain accurate logs of complaints resolutions and escalations - Prepare weekly monthly reports on complaint trends resolution time and team performance Process Management Improvement - Identify process inefficiencies and propose solutions for better complaint handling - Stay updated on the latest tools and technologies to improve team productivity Customer Focus - Develop strategies to improve customer satisfaction scores - Ensure proactive communication with customers regarding network issues and resolutions - Goal Accountability Take ownership of targets coordinate with cross-functional teams to resolve issues and ensure timely delivery - Market Adaptability Stay updated on market trends and adapt strategies accordingly - Data Analysis Provide actionable insights from data and recommend solutions for continuous improvement - Communication Handle escalations effectively and maintain strong communication with cross-functional teams ref updazz com

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