Team Lead(Customer Support)

Yatra.com; Gurugram District; On-site; INR 600,000 - 800,000; Full time

Job summary

Yatra.com is seeking a proactive Team Leader to supervise a customer service floor in Gurugram. You will engage customers, resolve escalations, and ensure service levels are met through coaching and performance monitoring.

You will manage rosters, attendance, and incentives while driving process improvements based on feedback and dashboards. The role demands resilience under pressure and a commitment to quality customer experience.

Responsibilities

• To engage customers approaching Yatra and resolved their escalations as per process.
• Maintain adherence to Key KPIs - Own and team, as per process guidelines.
• Maintain compliance with all company policies and procedures
• Operational Management: Managing the floor, adherence to schedule.
• Delivery of teams, service level components, quality and Compliance targets
• Transaction monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every transaction
• Should be able to work under high work pressure and target delivery environment, while maintaining a positive attitude and providing exemplary customer service
• Recommendations for product and process development based on customer feedback and analysis of the same
• Analyze various reports including process dashboards & team performance reports.
• People Management through one on one session, including all HR related issues, as well as staff development.
• Manage Roster Adherence, attendance and attendance incentive for the team.
• Develop/implement action plans to achieve desired performance levels.
• Administrative coordination with Internal Departments and Vendor.

Job description

Role & responsibilities

• To engage customers approaching Yatra and resolved their escalations as per process.
• Maintain adherence to Key KPIs - Own and team, as per process guidelines.
• Maintain compliance with all company policies and procedures
• Operational Management: Managing the floor, adherence to schedule.
• Delivery of teams, service level components, quality and Compliance targets
• Transaction monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every transaction
• Should be able to work under high work pressure and target delivery environment, while maintaining a positive attitude and providing exemplary customer service
• Recommendations for product and process development based on customer feedback and analysis of the same
• Analyze various reports including process dashboards & team performance reports.
• People Management through one on one session, including all HR related issues, as well as staff development.
• Manage Roster Adherence, attendance and attendance incentive for the team.
• Develop/implement action plans to achieve desired performance levels.
• Administrative coordination with Internal Departments and Vendor.