Customer Service Team Lead

Candidates from BPO and Design sectors are preferred.

Role: Team Leader

Team Leaders are essential in leading and managing our team of Designers, to provide exceptional customer service while meeting performance goals.

Responsibilities:

The responsibilities of the Team leader are as outlined below.

• 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:

To effectively manage teams and drive performance, the Team Leader is required to have the following the following skill set.

• 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 organization’s 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: Full-time, Permanent

Benefits:

• Leave encashment
• Paid time off
• Provident Fund

Schedule:

• Monday to Friday
• Night shift
• US shift