Customer Service Team Manager

1 day ago


Delhi, Delhi, India Firstsource Full time

About Firstsource

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Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to numerous leading brands across the globe, including Fortune 500 and FTSE 100 companies.

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Job Description

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We are seeking an experienced Customer Service Team Manager to lead our team of customer service associates in achieving exceptional performance and delivering outstanding results.

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Key Responsibilities:

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  • Lead a team of 12-20 customer service associates, motivating them to achieve set KPIs and SLAs while ensuring strict adherence to quality parameters.">
  • Consistently achieve all client-set KPIs and SLAs with strong organizational, planning, and analytical skills.">
  • Floor walk for at least 5.5 hours per day to supervise, coordinate, and monitor activities, ensuring prompt, courteous, and accurate responses to customers.">
  • Strong problem-solving skills and basic arithmetic and statistical skills for data analysis and report generation.">
  • Handle escalations, process-related queries, and grievances, as well as provide feedback to the team on call/chat performance.">
  • Interact with the quality team to seek feedback on team performance and quality scores, prioritizing and assigning work to associates as necessary.">
  • Conduct monthly appraisals and provide feedback to associates, devising strategies to minimize attrition and absenteeism.">
  • Organize training programs for associates, interact with other departments, and hold team briefings and debriefings before and after each shift.">
  • Prioritize and assign work to associates, initiating corrective measures to resolve day-to-day work-related problems, scheduling or adjusting overtime requirements as needed.">
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Requirements

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The ideal candidate must be a graduate with minimum 2 years of experience in sales or upselling, preferably in team handling roles. Strong organizational, planning, and analytical skills are essential for this position.

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Benefits

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This role offers a competitive salary package, along with opportunities for career growth and professional development. The estimated salary for this position is ₹8,00,000 - ₹10,00,000 per annum, depending on qualifications and experience.

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Contact Information

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Please email your resume and cover letter to ishika.agrawal@firstsource.com.

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Language Code: en



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