Customer Service Team Manager

3 hours ago


Delhi, Delhi, India Firstsource Full time

Firstsource, a leading provider of customized Business Process Management (BPM) services, offers a challenging opportunity for an experienced professional to lead a team of customer service associates.

About Firstsource

We are 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 provides solutions covering complete customer lifecycle across various verticals.

Our client list includes Fortune 500 & FTSE 100 companies.

About the Job

This position is based in Mumbai and requires a strong leader with experience from Sales/Upselling background and min 2 years of experience in Team handling.

The estimated salary for this position is ₹800,000 - ₹1,200,000 per annum, depending on experience.

Key Responsibilities
  • Leverage your leadership skills to motivate a team of 12-20 customer service associates and drive them to achieve the team's SLA.
  • Consistently meet all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
  • Regularly conduct floor walks to supervise, coordinate, and monitor activities of customer service associates to ensure prompt, courteous, and accurate response to customers.
  • Implement effective planning, leading, controlling, and organizing strategies to maintain an efficient and qualitative operation.
Requirements
  • Strong organizational, planning, and analytical skills.
  • Basic arithmetic and statistical skills for data analysis and report generation.
  • Problem-solving skills.
About Us

We value our employees and offer a range of benefits, including training programs and rewards and recognition initiatives.



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