IN Lead- Customer Success

2 days ago

Gurgaon, Haryana, India Apertum Online Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Responsibilities:

  • Responsible for the day-to-day supervision of a group of agents.
  • Work monitoring as per organization policy.
  • Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery.
  • Identify performance-related issues, develop an action plan for improvement and implement corrective actions.
  • Ensure service delivered to our customers meets Key Performance Indicator (KPIs).
  • Communicate expectations to employees and provide timely updates.
  • Provide subject matter expertise in handling escalations as needed.
  • Conduct Team Meetings & briefings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
  • Stay current on internal work processes, policies and procedures.

Requirements:

  • Educational Qualification: Graduation.
  • At least 5 years of working experience in a customer service environment of which 1 year must have been in a supervisor role.
  • Hands-on experience with managing a team of +15 agents.
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
  • Work well under pressure and follow through on items to completion.
  • Strong oral and written communication skills.
  • Ability to lead team members, multi-tasking, prioritizations and meeting timelines of deliverables.
  • Ability to mentor, coach and provide direction to team members.
  • Willingness to work in a flexible schedule.

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