Team Lead, Customer Care Center – Service

7 days ago

Bengaluru, Karnataka, India Onity Group Inc. Full time ₹ 8,00,000 - ₹ 12,00,000 per year

JOB FUNCTION AND RESPONSIBILITIES:

  • Manage team of 13 or more team members, ensure departmental goals and standards are achieved.
  • Effectively lead the day to day operations of team members to meet/exceed productivity, adherence and staffing requirements
  • Perform routine Agent performance reviews to motivate and help achieve their individual and departmental goals
  • Successfully handle customer escalations and complaints
  • Analyze daily, weekly and monthly reporting trends that relate to Customer Service
  • Identify process breakdowns and recommend suggested resolutions
  • Ability to prioritize assigned task
  • Ability to communicate/educate staff with policies and procedures
  • Achieve and/or Exceed Productivity/Quality Goal set by Department
  • Manage and Execute action plans set forth to help achieve/exceed Departmental Goals
  • Ability to coordinate/collaborate with team members, peers and leaders to initiate, manage and execute key initiatives to help achieve Departmental Goals
  • Complete ad-hoc projects when necessary
  • Improve employee satisfaction and reduce attrition
  • Supply timely report to direct reports

QUALIFICATION:

  • Graduate of Bachelor's Degree
  • Minimum of 2 years experience leading a team with strong track record of meeting or exceeding performance goals
  • Must be detailed oriented and have the ability to organize and prioritize work and meet strict deadlines
  • Must be and an efficient communicator and problem solver with excellent written and verbal communication skills
  • Proficient with Microsoft Application and have the ability to learn software applications.
  • No documented disciplinary action in the past 12 months .
  • Should have an Appraisal rating of '' Effective Performance " or above in the last completed performance cycle.
  • Should have completed 9 months in the current role.

WORK SCHEDULE OR TRAVEL REQUIREMENTS:

Night Shift/ Scheduled shift changes as a result of business needs (employee must be flexible)

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