IN Lead- Customer Success

Apertum Online

3 - 8 years

4 - 6 Lacs

gurugram

Posted:1 week ago| Platform:

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Skills Required

team handling non voice process customer support process international process customer escalation kpi customer satisfaction team leadership chat support international chat process team leader chat process chat team leading kra csat web chat

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities:

Responsible for the day-to-day supervision of a group of agents.
Work monitoring as per organization policy.
Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery.
Identify performance-related issues, develop an action plan for improvement and implement corrective actions.
Ensure service delivered to our customers meets Key Performance Indicator (KPIs).
Communicate expectations to employees and provide timely updates.
Provide subject matter expertise in handling escalations as needed.
Conduct Team Meetings & briefings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
Stay current on internal work processes, policies and procedures.

Requirements:

Educational Qualification: Graduation.
At least 5 years of working experience in a customer service environment of which 1 year must have been in a supervisor role.
Hands-on experience with managing a team of +15 agents.
Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
Work well under pressure and follow through on items to completion.
Strong oral and written communication skills.
Ability to lead team members, multi-tasking, prioritizations and meeting timelines of deliverables.
Ability to mentor, coach and provide direction to team members.
Willingness to work in a flexible schedule.

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