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Strategic Service Team Leader

3 weeks ago

Jodhpur, Rajasthan, India beBeeCustomerExperience Full time ₹ 8,00,000 - ₹ 12,00,000

Optimize Customer Experience through Strategic Leadership

Key Responsibilities:
  • Monitor and analyze daily volumes, response times, and customer satisfaction metrics.
  • Manage Email and Chat Processes 24/7 with a focus on efficiency.
  • Develop and mentor team members to enhance continuous improvement and provide regular feedback.
  • Resolve complex customer queries and escalate issues efficiently.
  • Collaborate with QA and Training teams to ensure adherence to policies, tone, and brand guidelines.
  • Maintain shift schedules and manage attendance effectively.
  • Analyze team performance reports and generate actionable insights for optimization.
  • Ensure Daily Agent productivity targets are consistently met.
  • Contribute to the development of a knowledge base and facilitate continuous process improvement.
Requirements:
  • A Bachelor's degree or equivalent work experience is required.
  • Minimum 3 years in customer service with at least 1 year in a leadership or supervisory role.
  • Strong experience in chat and email-based customer support, preferably in e-commerce or service industries.
  • Excellent written communication, problem-solving, and people management skills are essential.
  • Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms is necessary.
  • Ability to handle pressure, multitask, and lead teams in a fast-paced environment is crucial.