Customer Care Strategist

6 days ago


Hyderabad Secunderabad Telangana, India beBeeTeamleader Full time ₹ 15,00,000 - ₹ 28,00,000

About this role

We are redefining customer care and seeking a Team Leader to drive front-line direction.

This position involves developing knowledge of our partners brand, philosophy, products, promotions, and processes. The Team Leader will provide support for employee growth through performance evaluations, training, and career pathing plans.

  • Manage and supervise Customer Service Representatives
  • Ensure quality service is delivered with every customer interaction
  • Develop solutions to improve business performance and partner success using critical thinking
  • Motivate teams through relationship building and real-time coaching

The ideal candidate will have high school diploma or equivalent, some post-secondary education, and 1-2 years of experience in the contact center and/or customer service industry.

As a Team Leader, you will be responsible for managing operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements.

Key Responsibilities:
  1. Manage and supervise CSRs
  2. Ensure proficient training and professional development
  3. Manage operational performance to meet KPIs and SLAs
  4. Analyze reports and statistical data
  5. Use critical thinking to develop solutions
  6. Motivate teams through relationship building and real-time coaching
  7. Collaborate with other departments
Requirements:
  1. High school diploma or equivalent
  2. Some post-secondary education or completion of a degree in Business
  3. 1-2 years of experience in the contact center and/or customer service industry
  4. Experience dealing with escalated issues
  5. Ability to type 30 WPM with accuracy
  6. Basic knowledge of Google Suite
  7. Exceptional time management and organizational skills


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