Effective Team Leadership Opportunity

2 hours ago

Kolkata, West Bengal, India beBeeCustomerService Full time ₹ 1,04,000 - ₹ 1,30,878
Job Title:

Team Leader

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Job Description:

We are looking for an exceptional Team Leader to join our organization. As a Team Leader, you will be responsible for leading and managing a team of associates, driving process improvement, and ensuring customer satisfaction.

Your primary responsibilities will include:

  • Leading and developing a team of 20-30 associates, providing direction, performance management, coordination, and evaluation.
  • Driving the continuous improvement culture through kaizen and lean projects, identifying and eliminating barriers to accuracy, productivity, and quality.
  • Supervising and mentoring new managers, expediting their learning curve, and devising action plans to develop and groom associates into future CS Managers.
  • Communicating policies to associates, becoming the primary information source, following up to ensure compliance and consistency, and taking corrective action as necessary.
  • Developing and achieving performance goals and objectives in line with the network-wide vision and goals.

Business/Operations Management:

You will identify customer-impacting issues, work out and implement solutions, and drive process improvements to increase customer satisfaction rates.

Additionally, you will:

  • Assist in developing and implementing training programs to improve team quality and productivity.
  • Drive process improvements to enhance operational efficiency, understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
  • Focus on management of SLA, quality, and customer experience.
  • Troubleshoot issues related to process affecting SLAs.

Required Skills and Qualifications:

To be successful in this role, you should possess:

  • Demonstrated ability to build, develop, direct, and manage a group of people.
  • Ability to support business and provide solutions to customer pain points.
  • Complex problem-solving skills, handling ambiguous scenarios, and making administrative and procedural decisions.
  • Proven ability to manage reporting and analysis, deliver a positive customer experience, and maintain composure in difficult situations.
  • Strong interpersonal and communication skills, and adaptability to changing circumstances, direction, and strategy.

Position Qualifications:

The ideal candidate should have:

  • A Bachelor's degree, with an MBA being a plus.
  • At least three years of experience in Customer Service, Sales, or Collections, with advanced computer skills using a variety of programs highly desired.
  • 24/7/365 availability, including willingness to work on weekends and outside of the standard workday.

Benefits:

This is a fantastic opportunity to advance your career and make a meaningful impact in our organization.

We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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