Customer Service Team Lead

1 day ago

Mumbai Metropolitan Region, India Speshally Full time ₹ 3,60,000 - ₹ 5,40,000 per year

Position:Team Leader - Customer ExperienceLocation: Marol, AndheriWorking Days : Mon-SatShift Timings : 9:30am - 6:30 pmExperience: Minimum 3 yearsSalary: Max 45k per monthImmediate joiners preferredJob Description:Our client is backed by industry giant Mahindra & Mahindra, is one of India's leading Agri-IoT firms. With a passionate team of 80+ innovators, we're building cutting-edge technology for the true heroes of our nation – our farmers. Our flagship product, is an IoTpowered solution designed for Rental Entrepreneurs – tractor owners who drive rural livelihoods by renting out their machines. With 55,000+ connected tractors and counting, we've created India's most trusted and widely adopted Agri-telematics platform. If you're looking to make meaningful impact at scale and help shape the future of Indian agriculture – come be a part of our journey.Responsibilities:• Manage Voice team contact centre for Inbound and Outbound along with App and Field tickets• Manage Inbound SL = > 95% for Contact centre• Maintain Floor Quality score = > 85% • Responsible for team daily productivity targets• Responsible for daily closure of all Outbound call and Tickets received via App with no backlog post 6pm • Responsible for maintaining Daily/ Weekly / Monthly CSAT scores• Handling Live Escalation Calls and closing with resolutions• Daily Rostering and Attendance adherence• Regularly track daily backlog and closures as per TAT• Ensure 100% focus on Compliance and process adherence• Daily Team briefings for Voice and non-Voice teams.• Weekly team transaction audits for Calls /Tickets• Weekly Feedback and coaching session and team motivation sessions

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