Customer Service Associates

Responsible for overseeing customer service associates who respond to customer inquiries via Chat or Inbound/Outbound calls. Team leaders must ensure that employees know how to respond to what is being asked, and do so in a manner that puts the company & client brand in good light. Team leaders are required to spend a good deal of time on their feet as they move around to assist and monitor staff members.

**Team Leader Duties and Responsibilities**

Call centre team leaders are front line managers who aim to get the best performance possible from those under their charge. They typically report to Assistant Manager / Manager Operations. To maximize productivity and quality customer care, call centre team leaders will perform a range of primary duties. Among the most common are:
**1.** **Handling Daily Operations**

Team leaders are hands-on leaders. They must ensure correct procedures are followed and routinely give directions & feedback to their staff on what to do and how to improve.

**2.** **Motivating**

Responding to customer concerns can be challenging or monotonous at times. Team leaders must encourage their teams to take their positions seriously and work hard to build a loyal customer base. They must set goals for them to achieve as a way to spur performance and to measure effectiveness.

**3.** **Hiring and Training Staff**

**4.** **Evaluating Performance**

Team leaders must monitor how both their team and its individual employees are performing. They think of ways to increase productivity and customer satisfaction. Their observations must be documented in written reports submitted to higher management.

**5.** **Seeking Feedback**

Team leaders must constantly ask their staff for inputs on how to increase productivity and customer satisfaction, and implement improvement action plans using these inputs

**Team Leader - Skills**

Working to build knowledgeable, efficient teams requires outstanding leadership. Team leaders must be excellent communicators who can clearly direct others while maintaining their morale. Team leaders need the following skills:
Ø Bringing out the best in others to achieve maximum performance

Ø Following through on inquiries and projects to ensure completion

Ø Managing the performance of others seriously but tactfully

Ø Exhibiting patience in order to appease the most difficult clients

Ø Committing to exceptional customer service

Ø Multitasking with ease to handle the needs of various reps at the same time

Ø High emotional intelligence

Ø Creative & resourceful

Ø Ability to handle surprises

**Team Leader - Minimum requirements**

1. Minimum graduate or 3-year Diploma

2. Minimum of 2 years of BPO experience, with 1 year in a supervisory role

3. Excellent verbal & written communication skills in English & Hindi

4. Good working knowledge of excel

5. Good presentation skills

6. Flexible to work in a 24/7 environment

**Team Leader - Screening process**

**1. HR round - personal round & hygiene check**

**2. Operations round - overall fitment check**

**3. Language, Aptitude & Excel skills**
- **Excel test**_
- **CS aptitude test - MERITTRAC Aptitude Test (Verbal, Analytical & Numerical ability)**_
- **English communication test - Versant 4 Skills Essential (Speaking, Listening, Reading, Writing)**_

**4. Client round**

**Salary**: ₹10,341.50 - ₹35,815.26 per month

**Benefits**:

- Provident Fund

Schedule:

- Day shift
- Monday to Friday
- Night shift
- Rotational shift
- US shift
- Weekend availability

Ability to commute/relocate:

- Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 5 years (preferred)
- Customer service: 5 years (preferred)

**Language**:

- English (required)
- Telugu (required)

**Speak with the employer**
+91 9219653837