Team Leader Customer Service (3-5 Years)

  • icon job experience 3 - 5 Years
  • icon job opening 4 Openings
  • icon salary 4.5-6.0 Lac/Yr
  • icon job location Navi Mumbai
  • Face-to-Face interview Face-to-Face interview

Job Description

Designation / Role

Sr. Manager CRT

Band

IVA

Vertical

Customer Relationship Team

Stakeholder Management

Business Teams, Claim Processing Team, Backend Teams, Quality team, Training Team, WFM, RTQM, MIS & Leadership

Functional /

Business Responsibilities

Manage performance parameters such as Quality, Attrition, Unplanned Shrinkage, Schedule Adherence, AHT, FCR, NPS etc. as per set standards for team of 15-20 CRMs

Supervising the performance and providing daily direction to a team of Team Coaches and CRMs to deliver to

Organization goals of service standards, productivity standards and customer experience delivery

Review & monitor daily sample calls for the team to assess team performance and give feedback to the team accordingly

Motivating, recognizing and rewarding, coaching, refresher training and managing customer escalation on calls

Provide inputs to the concerned SPOC for team rostering. Conduct one on one and team meeting regularly to provide feedback

Undertake projects for Customer Experience Management, Process Reengineering, Error Reduction, Efficiency Enhancement, Customer DIY/Contact Reduction etc

Must Haves:

Problem Solving Skills

Process understanding and reforming abilities

Excellent Communication Skills in English & Hindi

People Management Skills

Stakeholder Management Skills

Analytical Ability

Required Qualification / Experience

Full Time Graduate / Post Graduate
  • Experience

    3 - 5 Years

  • No. of Openings

    4

  • Education

    B.A, B.B.A, B.C.A, B.Com, B.Sc

  • Role

    Team Leader Customer Service

  • Industry Type

    Call Centre / BPO / KPO / ITES / LPO

  • Gender

    [ Male / Female ]

  • Job Country

    India

  • Type of Job

    Full Time

  • Work Location Type

    Work from Office

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