Customer Care Leadership Role

1 day ago

Hyderabad Secunderabad Telangana, India beBeeCustomerService Full time ₹ 1,04,000 - ₹ 1,30,878

About the Job

We're revolutionizing customer care, and we need your expertise to help us achieve our vision.

This role is about leading a team of Customer Service Representatives (CSRs), ensuring quality service with every customer interaction. You'll be responsible for developing knowledge of our partners' brand, philosophy, products, promotions, and processes. This position will also focus on promoting professional and personal development through performance evaluations, training, and career pathing plans.

As Team Lead, Your Key Responsibilities Will Include:

  • Managing and supervising CSRs
  • Ensuring proficient training, professional development, and employee engagement is sustained to prepare, grow, and retain employees
  • Managing operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
  • Analyzing various reports and statistical data to measure production levels and identify root causes for underperforming areas
  • Using critical thinking to develop solutions to improve business performance and partner success
  • Motivating teams through relationship building and real-time coaching
  • Developing incentive programs to motivate CSRs to achieve desired outcomes
  • Coordinating changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team
  • Collaborating with other departments within the organization (HR, IT, etc.) to properly resolve issues
  • Bringing in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
  • Gaining expert-level knowledge on all partner products and promotions
  • Demonstrating a positive work ethic and commitment to achieving the best possible outcomes
  • Acting as a role model and exemplifying our cultural values

You Will Also Have The Opportunity To:

Minimum 2 Years of Experience as a Team Lead

  • Graduate Must
  • Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
  • 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
  • Experience dealing with escalated issues in a contact center capacity
  • The ability to type 30 WPM with accuracy
  • Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
  • The ability to use spreadsheet applications to maintain and develop operational reporting
  • Exceptional time management, organizational, and prioritization skills to complete work in a timely manner
  • Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
  • The ability to work a variety of shifts, including days, evenings, and holidays

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