3.0 - 7.0 years

0 Lacs

thane, maharashtra

On-site

As a Team Leader in Customer Service based in Thane, Mumbai, your role is crucial in overseeing the daily operations of the customer service team. Your primary focus will be on achieving performance targets and enriching customer satisfaction levels. Your responsibilities will include leading and motivating team members, conducting training and coaching sessions, and analyzing performance metrics to drive continuous improvement. Collaboration with other departments is essential to ensure a seamless customer experience while maintaining compliance with health, safety, and corporate responsibility standards. Your key accountability areas will encompass various aspects: People Management: You will lead and empower the team through effective communication and leadership to enhance both customer and employee satisfaction. Effective Communication: Setting and monitoring clear performance goals and service standards will be crucial. Facilitating team meetings, ensuring timely information sharing, and reporting potential customer losses are part of your responsibilities. Coaching and Performance Management: Regular coaching sessions and immediate feedback provision will be essential for driving customer satisfaction. Analyzing performance data, conducting annual appraisals, and promoting accountability and service ownership will also be key tasks. Employee Development: You will be required to implement training and development plans to upskill employees. Identifying high-potential staff for leadership roles to support succession planning is also an important aspect of your role. Customer Satisfaction & Retention: Fostering a customer-centric culture through loyalty and retention initiatives is crucial. Coaching staff on customer feedback principles and aligning quality monitoring with service expectations will be part of your responsibilities. Resource Management: Optimizing employee schedules to meet service levels and providing real-time feedback on staffing needs will be vital. Reporting and resolving equipment issues promptly to maintain operational efficiency are also essential tasks. Corporate Responsibility and Health & Safety: Ensuring compliance with health, safety, and environmental standards and supporting their effective implementation in daily operations is a key responsibility. Customer Experience: Driving initiatives that enhance customer experience and modeling behaviors that deliver exceptional service in line with market trends will be crucial. Encouraging adherence to best practices through continuous coaching and support is also part of your role. In summary, as a Team Leader in Customer Service, your role is pivotal in ensuring the smooth functioning of the team, achieving performance targets, enhancing customer satisfaction, and maintaining compliance with standards and regulations. Your leadership, communication, coaching, and development skills will play a significant role in driving the team towards success and delivering exceptional service.,

Posted 1 day ago

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