Customer Service Leadership Role

2 days ago


Coimbatore, Tamil Nadu, India beBeeLeadership Full time ₹ 90,00,000 - ₹ 1,20,00,000
Lead Customer Service Team

We are seeking an experienced Team Lead to join our team and lead a group of customer service associates.

This is a key role that requires strong leadership skills, effective communication, and the ability to motivate and guide a team to achieve its goals.

As a Team Lead, you will be responsible for:

  • Leading a team of 15-20 customer service associates
  • Responsible for project execution, monitoring KPIs, and target compliance
  • Oversees effective resource allocation to meet productivity and quality metrics
  • Documents issues as needed and ensures adherence to policy and procedures
  • Manages process, resources, and system applications
  • Follows standard practices and business procedures

Key responsibilities include:

  • Monitors emails/chat taken by associates and provides feedback
  • Takes weekly and monthly tickets as per KRAs
  • Interacts with quality team to seek feedback on team performance and quality scores
  • Conducts weekly and monthly reviews for associates
  • Prioritizes and assigns work to associates and initiates corrective measures to resolve day-to-day work-related problems

Requirements:

  • 3 years of supervisory experience, preferably in US BFSI
  • Fluent English is a must
  • Excellent knowledge of G-suite

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