Team Lead - Customer Service Representative Infosys BPM Limited

3.0 - 7.0 years

0 Lacs

karnataka

On-site

You will be responsible for leading a Customer Support team and supervising their performance. For Team Lead positions, you should have experience in managing people, conducting performance reviews, appraisal discussions, and monthly reviews. Your primary focus will be on managing the team to resolve customer issues promptly and professionally to maintain a high level of customer satisfaction. In addition to customer support, you will also be involved in sales campaigning, cross-selling, and upselling products to generate additional revenue. Your role will include resource planning, career planning, performance management, workforce management, setting team SLAs, KRAs, KPIs, CSAT, and providing training as required. You will be expected to effectively handle client escalations, monitor and analyze key performance indicators (KPIs), and drive continuous improvement initiatives. Knowledge or experience in messaging, web chat, service levels, quality, productivity KPIs, and managing shrinkages will be advantageous. Preferred skills for this role include a strong background in customer service with a focus on regular customer support.,

Posted 1 week ago

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