Service Excellence Leader

2 weeks ago

Aligarh, Uttar Pradesh, India beBeeCustomerService Full time ₹ 8,00,000 - ₹ 12,00,000

We are seeking an experienced and proactive leader to manage our blended process.

The ideal candidate will oversee day-to-day operations, ensure high service levels, coach team members, and drive process improvements to enhance customer satisfaction.

Key Responsibilities:
  • Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
  • Manage email and chat processes 24/7.
  • Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement.
  • Handle escalated customer queries and resolve complex issues efficiently.
  • Work with quality assurance and training teams to ensure adherence to policies, tone, and brand guidelines.
  • Maintain shift schedules, ensure proper coverage, and manage attendance.
  • Analyze team performance reports and generate actionable insights for optimization.
  • Ensure daily agent productivity targets are met.
  • Contribute to knowledge base development and continuous process improvement.
  • Communicate with teams to coordinate on pending and escalation issues.
  • Identify training and quality needs.
  • Drive engagement and employee motivation.
  • Conduct interviews to select the best candidates to fit the job profile.
  • Be open to working rotational shifts, including night shifts.

Requirements:

  • Bachelor's degree or equivalent work experience.
  • Minimum 3 years in customer service, with at least 1 year in a leadership or supervisory role.
  • Strong experience in chat and email-based customer support (e-commerce or service industries preferred).
  • Excellent written communication, problem-solving, and people management skills.
  • Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar platforms.
  • Ability to handle pressure, multitask, and lead teams in a fast-paced environment.
  • Flexible with shifts and weekend support if needed.
About This Role

This is an exciting opportunity for a skilled professional to join our team as a Team Lead.

We are looking for a highly motivated individual who can effectively manage our blended process, ensure high service levels, and drive process improvements.

The ideal candidate will have excellent leadership skills, strong analytical abilities, and the ability to work well under pressure.

This role offers a unique opportunity for professional growth and development, as well as the chance to make a real impact on our organization.

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