Senior Team Lead

7 days ago

Haldwani, Uttarakhand, India beBeeLeadership Full time

Job Description:

  • We are seeking a Senior Team Lead to oversee a team of customer service professionals in handling incidents and resolving customer queries efficiently.
  • This role involves acting as the first point of escalation for customer issues, ensuring timely resolution, and monitoring daily operations to guarantee adherence to SLA standards.
  • The ideal candidate will analyze incident trends, generate reports using Microsoft Excel, and provide insights to improve response and resolution times.
  • Maintaining accurate records of all interactions, incidents, and solutions provided is also a key responsibility.
  • Additionally, this role requires coordinating with internal departments to ensure effective resolution of complex issues.
  • The successful candidate will conduct team meetings, performance reviews, and training sessions to enhance soft skills and communication among team members.

Required Skills and Qualifications:

  • A graduate degree in any discipline is mandatory.
  • Proven experience (3+ years) as a Senior Executive or similar role in customer service or incident management is required.
  • Strong command over spoken and written English is essential.
  • Proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, Charts) and other MS Office applications is necessary.
  • Demonstrated experience in team handling and performance management is desirable.
  • Excellent interpersonal, problem-solving, and soft skills are expected.
  • Ability to multitask, prioritize work, and lead under pressure is crucial.

Benefits:

  • Opportunity to work in a dynamic environment with a focus on customer satisfaction and continuous improvement.
  • Chance to develop leadership skills and take on new challenges.
  • Collaborative and supportive team environment.

Others:

  • This role offers a chance to make a real impact on customer satisfaction and experience.
  • Opportunity to work with a talented team of professionals.
  • Flexible working arrangements may be considered.

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