Team Lead

3 weeks ago


Bengaluru, India Job Nexus India Full time
Role:Team Lead CustomerExperienceLocation:IndiranagarBengaluru.Salary:67LPA
ExperienceRequired:Minimum:4 YearsMaximum:6Years
Weare seeking a highly motivated and experienced Customer ExperienceTeam Lead to manage a team of customer service representatives andensure that our customers receive the highest quality service. As aCustomer Experience Team Lead you will be responsible forsupervising and motivating your team monitoring call center metricsand ensuring that your team meets or exceeds performancetargets.
Responsibilities:Manage a team of customer service representatives and providecoaching training and support to help them achieve theirperformancetargets. Monitorand analyze call center metrics such as average handling time firstcall resolution and customer satisfaction to identify areas forimprovement and implement strategies to improveperformance. Ensurethat the team is adhering to company policies and procedures andmaintain a high level of customer servicequality. Handleescalated customer inquiries and complaints in a timely andeffective manner.Maintain accurate and uptodate records of team performance andreport on key metrics to seniormanagement.Collaborate with other departments to improve processes andworkflows and ensure that customer needs are beingmet.
Requirements:Minimum of 4 years of experience in a customer service environmentwith at least 2 years of experience in a leadershiprole. Exceptionalcommunicationskills TeammanagementexperienceImmediate joinerPet parentcompulsary Strongknowledge of call center metrics and bestpractices.Excellent communication and interpersonal skills with the abilityto motivate and inspire teammembers. Provenability to manage multiple priorities and meet deadlines in afastpacedenvironment. Stronganalytical and problemsolving skills with the ability to identifytrends and develop strategies to improveperformance.Proficiency in MS Office and call centersoftware. Abilityto work flexible hours including weekends andevenings.
MustHaveSkills PetParents PreferredMS Office CRMtools TeamHandling Attentiontodetails
NoticePeriod: Under 15Days
ImportantNote:Pleaseensure that your resume reflects the relevant experience and skillsmentioned in the job description as failure to do so may result inthe rejection of your jobapplication.

leadership,trainemployees,coaching


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