Senior Team Leader

2 days ago

Hyderabad Secunderabad Telangana, India beBeeLeadership Full time ₹ 1,04,000 - ₹ 1,30,878
About the Job

Were revolutionizing customer care, and we need your expertise to help us shape this change.

We're seeking a Senior Team Lead to provide strategic leadership to Customer Service Representatives and collaborate with Team Leaders on matters such as performance, training, development, and employee recognition. This role is responsible for overseeing operational activities and contributing to the campus's overall strategic direction.

As Senior Team Lead, Your Responsibilities Will Include:

  • Supervising Customer Service Representatives (CSRs) and Team Leads, ensuring they receive proper training, support, and deliver exceptional customer service
  • Promoting professional and personal growth of individual team members through performance evaluations, training needs, coaching, and career opportunity programs
  • Negotiating and mediating with customers or CSRs when required to resolve issues and meet expectations
  • Maintaining extensive knowledge of client philosophy and service processes to ensure quality customer service
  • Interviewing, selecting, training, and facilitating onboarding for new team members
  • Performing data analysis and managing performance metrics
  • Authorizing and coordinating changes in staffing schedules
  • Supporting business development initiatives
Required Skills and Qualifications
  • High school diploma or equivalent (required)
  • Some post-secondary education or completion of a post-secondary degree with a major in Business (asset)
  • A background in client relationship management (asset)
  • 2-3 years of experience in the contact center industry, with at least 2 years in a Team Lead/Supervisory role
  • Customer service experience in a high call volume contact center environment (preferred)
  • Experience maintaining and developing operational statistics, financial management information, and results reporting
  • Excellent verbal and written communication skills
  • Strong leadership, analytical, problem-solving, and decision-making skills
  • The ability to work in and adapt to a fast-paced, dynamic, always-changing environment
  • The ability to organize and follow-up on multiple tasks with accuracy and timeliness
  • The capability to perform intermediate mathematical functions
  • The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  • The ability to influence and motivate employees to attain program goals
Benefits

This role offers a unique opportunity to grow professionally and contribute to the success of our team. If you are a motivated and experienced leader looking for a new challenge, please consider applying for this position.

As a Senior Team Lead, you will have the opportunity to:

  • Develop and implement strategies to improve customer satisfaction and loyalty
  • Lead and mentor a team of Customer Service Representatives
  • Collaborate with other teams to drive business results
  • Stay up-to-date with industry trends and best practices

Join our team and take the first step towards an exciting career opportunity

Keyword: Leadership

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