Job Category: bpo
Job Type: Full Time
Job Location: Bengaluru

Position : Team Lead Customer Support (Only Female Can Apply)

Work Location : Bangalore Kalyan Nagar

Job Description:

Lead, coach, motivate and supervise the operations team to achieve the client service levels.

ROLES & RESPONSIBILITIES:

 Managing the team on a daily basis
 Ensure that the team meets the performance targets and overall process objectives
 Coordinate with WFM team in order to schedule and organize shift patterns for team members
 Monitor calls of team members to ensure that call flow and quality standards are adhered
 Conduct regular review of all agents performance and organize training sessions for under performers
 Submit regular reports to management and seek new ideas and strategies to improve performance

Professional/Functional:

 Customer service – Phone/ chat/ email skills (campaign dependent), display strong initiative in resolving issues of customers
 Understanding basic metrics like Attrition, Shrinkage, AHT, sales Conversion & CSAT.
 Quality focus

Leadership/Managerial:

 Exhibit strong team management ability to motivate team members and improve performance, capable of demonstrating problem solving skills
 Communication – Good Verbal & written communication, Interpersonal skills
 Flexibility, Initiative & personal drive.

Interested Can Send us CV to [email protected]

Apply for this position

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