Team Lead - Customer Service

Global Services; Mumbai; Sur place; INR 600 000 - 1 200 000; Plein temps

Résumé du poste

Global Services in Maharashtra is seeking an experienced Team Lead for the Customer Service department to oversee daily operations and mentor team members. You will implement best practices to enhance customer satisfaction and ensure adherence to service standards.

The role requires a strong background in voice processes, exceptional leadership, and the ability to analyze performance metrics to drive improvements across the team.

Qualifications

• Proven experience in a customer service role with a focus on voice processes.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze performance metrics and drive improvements.
• Proficient with customer service software and tools.

Responsabilités

• Lead and manage a team of customer service representatives, ensuring they meet performance targets and deliver exceptional service.
• Develop and implement training programs to enhance team skills and knowledge in customer service protocols.
• Monitor team performance metrics and provide regular feedback to team members to foster continuous improvement.
• Handle escalated customer inquiries and complaints, ensuring timely resolution and maintaining customer satisfaction.
• Collaborate with other departments to streamline processes and improve overall customer experience.
• Prepare reports on team performance and customer feedback for management review.

Connaissances

Voice processes

Leadership

Communication

Performance analytics

Customer service software

Outils

CRM software

Call center tools

Description du poste

We are seeking a dedicated and experienced Team Lead for our Customer Service department in Maharashtra. The ideal candidate will have a strong background in managing customer service teams and ensuring high-quality support for our clients. As a Team Lead, you will be responsible for overseeing daily operations, mentoring team members, and implementing best practices to enhance customer satisfaction.

Key Responsibilities:

• Lead and manage a team of customer service representatives, ensuring they meet performance targets and deliver exceptional service.
• Develop and implement training programs to enhance team skills and knowledge in customer service protocols.
• Monitor team performance metrics and provide regular feedback to team members to foster continuous improvement.
• Handle escalated customer inquiries and complaints, ensuring timely resolution and maintaining customer satisfaction.
• Collaborate with other departments to streamline processes and improve overall customer experience.
• Prepare reports on team performance and customer feedback for management review.

Required Skills:

• Proven experience in a customer service role, with a focus on voice processes.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze performance metrics and implement strategies for improvement.
• Proficient in customer service software and tools.