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Team Performance Lead

1 week ago

Hyderabad, Telangana, India Hireginie Talent Cloud Full time

About Hireginie Talent Cloud:

We are a company that provides internet services to customers in India.

Job Description:

The Team Leader will be responsible for managing a team of customer service executives who handle customer complaints and network issues.

Key Responsibilities:
  • Customer Retention:
    • Ensure customer satisfaction by resolving complaints efficiently
    • Monitor and control churn rates
    • Develop strategies to improve customer retention
  • Team Leadership:
    • Lead and mentor a team of customer service executives
    • Allocate tasks and ensure efficient handling of customer complaints
    • Monitor team performance and ensure adherence to SLAs
  • Network Coordination:
    • Collaborate with network operations and engineering teams for technical issue resolution
    • Monitor network outages and ensure prompt updates to customers
  • Reporting & Documentation:
    • Maintain accurate logs of complaints, resolutions, and escalations
    • Prepare weekly/monthly reports on complaint trends, resolution time, and team performance
  • Process Improvement:
    • Identify process inefficiencies and propose solutions for better complaint handling
    • Stay updated on the latest tools and technologies to improve team productivity

We are looking for an experienced leader who can drive results and improve customer satisfaction.