Customer Service Team Lead

3 days ago


Hyderabad, Telangana, India Genpact Full time

Genpact, a global professional services firm, is driven by its purpose to create lasting value for clients.

We are inviting applications for the role of Customer Service Team Lead in our FLM team.

The Team Lead, Operations, is responsible for supervising a group of BPO associates and ensuring performance metrics are achieved.

Main Responsibilities

• Supervise a team of BPO associates, monitor their work and attendance, and provide coaching and motivation to ensure performance metrics are achieved.

• Identify performance-related issues, develop action plans, and implement corrective actions as required.

• Ensure service delivered to customers meets contractual Key Performance Indicator (KPIs) and financial expectations.

• Communicate expectations to employees and provide timely updates.

• Provide subject matter expertise in handling escalated customer calls as needed.

• Conduct team meetings to ensure expedient communication of relevant information and provide an open forum for input.

• Stay current on internal work processes, policies, and procedures and attend required manager development trainings.

• Promote Genpact values through behavior and attitude, including being an advocate for team members.

Qualifications

• Any graduate with strong attention to detail and basic knowledge of operating systems, mobile technology, software, hardware, and MS office.

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.

• Strong communication skills, both written and verbal, with ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.

• Ability to mentor, coach, and provide direction to a team of employees.

Estimated Salary: $80,000 - $110,000 per annum, depending on experience and qualifications.



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