Team leader-Banking

Team Vertex Cosmos; Gurugram District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Team Vertex Cosmos in Gurugram, India seeks a capable Customer Service Team Lead to guide a service team and ensure adherence to policies. The role involves handling escalated issues, monitoring performance metrics, and driving customer satisfaction improvements.

The ideal candidate will demonstrate strong leadership, excellent communication, and the ability to coach staff in a fast-paced environment, including night shifts.

Qualifications

• Proven leadership and management skills.
• Excellent communication and interpersonal skills.
• Ability to handle difficult and escalated customer situations.
• Strong problem-solving and decision-making abilities.
• Ability to work in a fast-paced and dynamic environment.
• Flexibility to work different shifts, including night shift.

Responsibilities

• Manage a team of customer service representatives, ensuring that they adhere to company policies and procedures.
• Handle escalated customer complaints and work to resolve them quickly and effectively.
• Monitor team performance metrics, such as call quality, customer satisfaction, and average handle time.
• Identify areas for improvement and implement strategies to enhance team performance and customer satisfaction.
• Coach and train team members to improve their skills and knowledge.
• Conduct regular performance evaluations and provide feedback to team members.
• Collaborate with cross-functional teams to develop and implement customer service initiatives.
• Prepare and present regular reports on team performance to the management team.

Skills

Leadership

Communication

Interpersonal skills

Problem solving

Shift flexibility

MS Office

Tools

MS Office

Job description

Role & responsibilities

Responsibilities

• Manage a team of customer service representatives, ensuring that they adhere to company policies and procedures
• Handle escalated customer complaints and work to resolve them quickly and effectively
• Monitor team performance metrics, such as call quality, customer satisfaction, and average handle time
• Identify areas for improvement and implement strategies to enhance team performance and customer satisfaction
• Coach and train team members to improve their skills and knowledge
• Conduct regular performance evaluations and provide feedback to team members
• Collaborate with cross-functional teams to develop and implement customer service initiatives
• Prepare and present regular reports on team performance to the management team

Qualifications

• Previous experience in a customer service or call center role
• Proven leadership and management skills
• Excellent communication and interpersonal skills
• Ability to handle difficult and escalated customer situations
• Strong problem-solving and decision-making abilities
• Ability to work in a fast-paced and dynamic environment
• Proficiency in MS Office.
• Flexibility to work different shifts, including night shift.