Team Lead - BPO

Getix Health; Bengaluru; Presencial; INR 700.000 - 1.100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Transport: Provided

Night shifts

Descripción de la vacante

Getix Health is seeking a Customer Service Lead to manage day-to-day operations, lead the customer service team, and ensure an excellent customer experience. You will handle escalations, drive process improvements, and monitor KPIs to sustain service quality.

The role requires guiding and mentoring representatives, optimizing resources, and collaborating with internal stakeholders to resolve operational challenges. Night shifts are involved and relocation/travel is not specified.

Responsabilidades

• Lead and manage the day-to-day operations of the Customer Service team.
• Ensure timely and effective resolution of customer queries, complaints, requests, and escalations.
• Handle complex and critical customer issues, ensuring appropriate and timely resolution.
• Guide, coach, and mentor Customer Service Representatives to achieve individual and team targets.
• Monitor team performance against defined KPIs, SLAs, and quality standards.
• Conduct regular team meetings and huddles to communicate business updates, process changes, and performance expectations.
• Monitor KPIs such as CSAT, FCR, AHT, response time, resolution time, productivity, and quality scores.
• Identify performance gaps and implement corrective action plans to improve team efficiency.
• Ensure consistent service quality and adherence to established processes. Support onboarding and development of new team members.
• Manage team workload, resource allocation, and coverage.
• Monitor customer feedback and identify recurring issues to improve satisfaction.
• Drive continuous improvement initiatives to enhance service delivery and performance.
• Collaborate with internal stakeholders to resolve operational challenges.
• Prepare and share regular performance reports, dashboards, and updates.
• Foster a customer-centric culture with accountability and teamwork.

Descripción del empleo

Job Title: Customer Service Lead

Role Purpose

The Customer Service Lead will be responsible for managing day-to-day customer service operations, leading the customer service team, ensuring excellent customer experience, handling escalations, and driving operational efficiency and continuous process improvements.

Roles & Responsibilities

• Lead and manage the day-to-day operations of the Customer Service team.
• Ensure timely and effective resolution of customer queries, complaints, requests, and escalations.
• Handle complex and critical customer issues, ensuring appropriate and timely resolution.
• Guide, coach, and mentor Customer Service Representatives to achieve individual and team targets.
• Monitor team performance against defined KPIs, SLAs, and quality standards.
• Conduct regular team meetings and huddles to communicate business updates, process changes, and performance expectations.
• Monitor key performance metrics such as CSAT, FCR, AHT, response time, resolution time, productivity, and quality scores.
• Identify performance gaps and implement corrective action plans to improve team efficiency.
• Ensure consistent service quality and adherence to established customer service processes and guidelines. Support the onboarding, training, and development of new team members
• Manage team workload, resource allocation, and operational coverage effectively.
• Monitor customer feedback and identify recurring issues to improve customer satisfaction.
• Drive continuous improvement initiatives to enhance service delivery and operational performance.
• Collaborate with internal stakeholders and management to resolve operational challenges.
• Prepare and share regular performance reports, dashboards, and operational updates.
• Foster a customer-centric culture, promoting accountability, teamwork, and employee engagement.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Service-Level Achievement (SLA)
• Average Handling Time (AHT)
• Response and Resolution Time
• Customer Complaint and Escalation Management
• Quality Assurance Scores
• Team Productivity and Performance
• Employee Development and Retention
• Process Compliance and Improvements
• Stakeholder Satisfaction

Details :

Location : Embassy tech village Belandur, Bangalore

Shifts : Night shifts

Transport : provided

"We are looking out for immediate joiners or less than 15 days notice period"

Contact HR Shivani@8073921503

Kind Regards,

Shivani Amar

Talent Acquisition Manager

Phone : [phone]

Email: [e-mail]