Customer Service Team Manager

21 hours ago

Dindigul, Tamil Nadu, India beBeeTeamLeader Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title: Team Lead-Operation

This position involves overseeing a team of customer service professionals, inspiring them to achieve key performance indicators (KPIs), and ensuring efficient resource allocation to meet productivity and quality metrics.

Key Responsibilities:

  • Manages a team of 15-20 customer service associates and motivates them to attain KPI targets.
  • Responsible for project execution, monitoring KPIs, and target compliance.
  • Should be well-versed with G-suite, particularly Google Sheets and Google Slides.
  • Oversees effective resource allocation to meet both productivity and quality metrics.
  • Documents issues as needed and ensures adherence to policy and procedures.
  • Manages process, resources, and system applications.
  • Follows standard practices and business procedures.
  • Performs ad hoc data analysis and participates in various process improvement initiatives as needed.
  • Validation and QA/QC – Performs validation checks for operational processes and data inputs/outputs.
  • Responsible for complying with internal quality standards.
  • Performs functions as directed by the immediate superior and project lead.

Monitors emails/chat taken by associates, provides feedback, takes weekly/monthly tickets as per KRAs, interacts with the quality team to seek feedback on team performance and quality scores, conducts weekly/monthly reviews for associates, prioritizes and assigns work to associates, and initiates corrective measures to resolve day-to-day work-related problems.

The ideal candidate will possess 3 years of supervisory experience, preferably in US BFS Email. Fluency in English is required. Excellent knowledge of G-suite is necessary. A graduate degree is preferred, with at least 3 years of experience as a Team Leader.

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