Sales & customer Support - Team Leader

1 week ago

Delhi, Delhi, India Matrimony Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Role & responsibilities Designation : Team Lead / AM / DMWork Station: Delhi (Sarita Vihar)Shift : General Shift - 09:30 to 06:30

  • Manage a team of associates to achieve Service and Sales Deliverables, ensuring effective communication and collaboration among team members.
  • Oversee daily operations, including scheduling, training, and performance management to maintain high levels of productivity.
  • Develop and implement strategies to reduce shrinkage and attrition rates, improving overall efficiency in operations.
  • Monitor key performance indicators (KPIs) such as AHT, SLA management, KRA achievement, and sales team leadership to drive business growth.
  • Ensure compliance with company policies and procedures while handling customer escalations effectively.

Qualifications & Experience

  • Graduate/Postgraduate in Business Administration, Customer Experience, or related field.
  • 2 to10 years of experience in complaint management, customer service operations, or customer experience roles.
  • Experience in handling regulatory compliance and audits (preferred in BFSI, Telecom, or Service industries).
  • Exposure to CSAT/NPS program management and analytics.

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