Team Leader For international process
21 hours ago
Roles and Responsibilities
- Manage a team handling international chat processes, ensuring excellent customer service delivery.
- Oversee the entire team's performance, including AHT management, CSAT improvement, attrition control, shrinkage reduction, SLA adherence, KPI tracking, and people management skills.
- Develop and implement strategies to enhance team productivity, efficiency, and overall success.
- Collaborate with cross-functional teams to resolve complex issues and drive business growth.
- Ensure compliance with company policies, procedures, and regulatory requirements.
Joiner preference: Immediate joiners only.
Overview We are seeking a highly experienced and motivated individual to join our team in Bangalore as a Team Lead and Subject Matter Expert (SME) for Social Media Escalations. The successful candidate will be responsible for overseeing a team of specialists who handle and resolve complex and sensitive customer issues that come through various social media platforms. This is a non-voice role, so strong written communication and problem-solving skills are essential.
Roles and responsibilitiesTeam leadership:
- Manage, mentor, and motivate a team of social media escalation specialists to achieve performance targets.
- Conduct regular team meetings to discuss updates, feedback, and performance.
- Monitor team performance metrics, such as resolution time and customer satisfaction scores, to identify areas for improvement.
- Create and manage team schedules to ensure adequate coverage and adherence to service-level agreements (SLAs).
Contact
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