Team Leader - Customer Service
- Responsible to efficiently manage a team.
- Understand people motivation and create positive environment that promotes higher productivity
- Manages performance and behaviour of CRO's through effective meetings, coaching, and mentorship.
- Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
- Managing 100% compliance, process adherence and Team Targets
- Reviews and analyses performance metrics to identify areas of opportunity that will drive performance improvement.
- Ensures that Team have a clear understanding about the process ad product to create a delightful customer experience.
- Strategize workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
- Manages the schedules, monitors adherence, time-off planning, and attendance.
- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
Required Candidate profile
- Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
- Ability to maintain composure in critical situations and communicate clearly with the stakeholders
- Demonstrates ability to analyse data, using the data to drive decision making
- Fosters a positive team environment and collaboration within the Site
- Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers
- Strong prioritization and time management skills, with a high degree of flexibility to embrace constant change in Business Environment
- Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Voice
Role: Team Leader -(NonTechnical)
Employment Type: Full Time, Permanent