Binated - Team Lead - Customer Service

Role:

• Oversee day-to-day operations , delegate & monitor tasks, and performance with predefined deadlines, without compromising quality of delivery.
• Establish targets and key performance areas for the team.
• Ensure that team to customer communication is effective and interpretation of customer communication is correct.
• Set clear team goals and guide team to achieving the same.
• Effectively delegate duties /work to others and ensure they accomplish their goals on a daily, weekly, and monthly basis.
• In charge of creating and sharing the schedule to the members of the team.
• Ensure that the team is capturing data relevant to the process, which can then be used to graphically represent the work being done.
• Conduct performance reviews on a regular basis.
• Conducts regular touch base meetings with the team giving feedback and improvement suggestions.
• Ensure that every team member has a backup resource to perform the same task.
• Wherever required, jump in to manage the process, and ensure that there is no interruption in service.
• Determine the necessary training needs and coach & develop team.
• Motivate the team and create a positive team environment with an open communication culture.
• Give recommendations to improve procedures for management of the team and the processes.
• Supports Team Manager and share feedback, discuss processes and improvements.
• Provides quality customer service, including interacting with customers, prompt email responses and effective handling of customer concerns.
• Manage Escalations and suggest resolutions.
• Manage the Turn round time.
  

Skills Required

• Leadership Strong leadership abilities are an integral part in inspiring and motivating team members.
• Set clear expectations, provide guidance, and offer guidance and support when needed.
• Communication Excellent verbal and written communication skills.
• These are required for conveying instructions effectively, sharing feedback and building good interpersonal rapport among team members as well as customers.
• Conflict Resolution Strong conflict resolution skills are required to address and resolve conflicts fairly and diplomatically with clients or within teams.
• Problem-Solving Excellent problem-solving abilities are required to quickly address challenges, make quick decisions, and find solutions for issues arising in daily tasks / activities in a process.
• Customer Focus The organizations operations center around providing superior customer experiences by customer support associates.
• Team Leaders must possess strong customer focus while instilling that same mindset in their team members.
  

Job Types:

• Paid time off.
• Provident Monday to Friday.
• Night shift.
• US shift.