Senior Customer Support Manager

24 hours ago

Pune, Maharashtra, India beBeeTeamLead Full time ₹ 1,32,78,400 - ₹ 1,68,47,520
Job Title:

Team Lead

Job Description:

As a seasoned Team Lead, you will oversee the daily operations of our customer support team.

Ensure efficient ticket management, timely responses, and issue resolution while streamlining processes to improve overall productivity.

Develop and track performance metrics, KPIs, and team goals, assessing individual and team performance to drive continuous improvement.

Provide mentorship and development opportunities for team members, fostering a positive team culture and supporting agents in enhancing their skills.

Conduct quality assurance (QA) monitoring to ensure customer interactions align with company standards and best practices, providing feedback and ensuring compliance with service level agreements (SLAs).

Key Responsibilities:Team Leadership:
  • Lead and manage a team of customer support agents
  • Act as the point of contact for escalations and provide quick resolutions
Performance Management:
  • Develop, implement, and track performance metrics, KPIs, and team goals
  • Assess individual and team performance, providing constructive feedback to drive continuous improvement
Coaching & Development:
  • Provide mentorship and development opportunities for team members
  • Foster a positive team culture and support agents in enhancing their skills
Quality Monitoring:
  • Conduct quality assurance (QA) monitoring to ensure customer interactions align with company standards and best practices
  • Provide feedback and ensure compliance with service level agreements (SLAs)
Customer Support Operations:
  • Oversee the day-to-day operations of the customer support team
  • Ensure efficient ticket management, timely responses, and issue resolution while streamlining processes to improve overall productivity
Reporting & Analysis:
  • Generate regular customer support reports, including ticket volumes, resolution times, customer satisfaction metrics, and agent performance
  • Presents findings to senior management and propose process improvements
Escalation Management:
  • Address and resolve escalated customer issues, ensuring timely and effective solutions
  • Act as a liaison between customers and senior management when necessary
Process Improvement:
  • Identify opportunities for optimization in support processes
  • Propose and implement initiatives to enhance service quality and operational efficiency

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