Customer Service Team Manager
3 hours ago
We are looking for a Customer Service Team Manager to lead our team of customer service associates in Hyderabad. This is an exciting opportunity to work with a leading provider of customized Business Process Management (BPM) services.
About FirstsourceFirstsource is a trusted custodian and long-term partner to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals.
Salary and BenefitsThe estimated salary for this position is ₹800,000 - ₹1,200,000 per annum, depending on experience. In addition to a competitive salary, we offer a range of benefits including health insurance, retirement planning, and paid time off.
Job DescriptionAs a Customer Service Team Manager, you will be responsible for leading a team of 12-20 customer service associates and motivating them to achieve team SLA. You will consistently achieve all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
- Floorwalks regularly for at least 5 1⁄2 hours per day to supervise, coordinate, and monitor the activities of customer service associates.
- Strong organizational, planning and analytical skills.
- Basic arithmetic and statistical skills for analysis of data and generation of reports.
- Problem solving skills.
You will handle any escalations that an associate is unable to handle, solve process related queries and handle grievances. You will also listen to calls and coach the team to enhance performance.
- Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
- Listens to calls and coaches the team to enhance performance.
- Monitors the calls/chat taken by the associates and provides them feedback.
- Interacts with the quality team to seek feedback on the team's performance and team quality scores.
In addition to a competitive salary and benefits, we offer opportunities for professional growth and development. You will have the chance to work with a talented team of professionals who share your passion for delivering exceptional customer service.
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