Call Center Team Lead

3 days ago

Bengaluru, Karnataka, India Montra Electric Full time

Roles & Responsibilities:

We are seeking a dynamic and experienced Call Center Operations Manager to lead our 24x7 customer support center at TI Clean Mobility. This role is pivotal in ensuring seamless coordination across all four divisions - 3-Wheeler, Small Commercial Vehicles (SCV), Heavy Commercial Vehicles (HCV), and Tractor to deliver exceptional customer service, manage roadside assistance (RSA), handle product complaints, and drive continuous improvement in customer experience

1. Team Leadership and Shift Management

  • Lead and manage a 24x7 call center team handling complaints, RSA, escalations, and general inquiries.
  • Ensure optimal staffing and shift rotations to maintain uninterrupted service.
  • Monitor team performance using KPIs (response time, resolution rate, CSAT) and drive continuous improvement.
  • Identify training needs and conduct regular upskilling sessions.

2. Roadside Assistance (RSA) Operations

  • Manage third-party RSA vendors to ensure SLA adherence and service quality.
  • Collaborate with field teams and dealers across all divisions to resolve escalations and meet defined KPIs.

3. Product Complaints Management

  • Oversee the end-to-end handling of product-related complaints.
  • Coordinate with relevant division teams (3W, SCV, HCV, Tractor) for timely and effective resolution.

4. General Inquiry Management

  • Supervise accurate and timely responses to customer queries.
  • Maintain and update a centralized knowledge base to support agents.

5. Escalation Handling

  • Ensure prompt acknowledgment and resolution of escalation emails.
  • Conduct root cause analysis to identify recurring issues and implement corrective actions.

6. Post Service Feedback (PSF)

  • Ensure timely collection of PSF through structured calls and surveys.
  • Analyse feedback data and share insights with respective divisions for service enhancement.

7. Reporting and Analytics

  • Maintain real-time dashboards for RSA, complaints, PSF, and inquiries.
  • Generate and present periodic performance reports with actionable insights.

8. Compliance and Quality Assurance

  • Ensure adherence to regulatory standards and internal policies.
  • Implement quality monitoring programs to ensure service consistency.

9. Customer Experience Enhancement

  • Foster a customer-first culture within the team.
  • Identify and implement innovative service delivery methods, including digital and self-service tools.

10. Crisis Management

  • Develop and maintain emergency response protocols for service disruptions.
  • Regularly update contingency plans for high call volumes, system outages, etc.

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