Customer Service Team Manager

1 day ago


Hyderabad, Telangana, India Firstsource Full time

At Firstsource, a leading provider of customized Business Process Management (BPM) services and an RP Sanjiv Goenka Group company, we are seeking a seasoned Customer Service Team Manager to lead our team of 12-20 customer service associates in Hyderabad.

About the Role

We offer a competitive estimated salary of ₹900,000 - ₹1,200,000 per annum, commensurate with experience, for this exciting opportunity. The successful candidate will be responsible for motivating their team to achieve the team's SLA and consistently meeting all KPIs and SLAs set by clients while adhering to quality parameters.

Key Responsibilities
  • Lead a team of customer service associates and motivate them to achieve the team's SLA.
  • Consistently meet all KPIs and SLAs set by clients with strict adherence to quality parameters.
  • Floorwalk regularly to supervise, coordinate, and monitor activities of customer service associates to ensure prompt, courteous, and accurate responses to customers.
  • Strong organizational, planning, and analytical skills.
  • Basic arithmetic and statistical skills for data analysis and report generation.
  • Problem-solving skills.
What You'll Need
  • A minimum of 2 years of experience as a team handler in sales or upselling.
  • Excellent leadership and communication skills.
  • Ability to analyze data and generate reports.
  • Basic arithmetic and statistical skills.
About Firstsource

Firstsource is a trusted custodian and long-term partner to 100+ leading brands across the US, UK, India, and Philippines. Our 'rightshore' delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media, and Banking, Financial Services, and Insurance Verticals.



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