Team Lead - CST

• Team Management:

• Supervise, coach, and mentor a team of Customer Experience Specialists [Team size - 15 Members].
• Conduct regular performance reviews, identify training needs, and create development plans.
• Monitor team performance against key metrics (e.g., resolution time, customer satisfaction scores, first contact resolution).
• Manage team schedules and ensure adequate staffing levels.
• Foster a positive and collaborative team environment.

• Customer Experience:

• Ensure the team provides exceptional customer service across all channels (phone, email, chat, social media).
• Handle escalated customer issues and complex inquiries.
• Identify and address trends in customer complaints and feedback.
• Proactively identify opportunities to enhance the customer experience.

• Operational Excellence:

• Monitor key performance indicators (KPIs - CSAT, Re-Open, Repeat, FRT, ART, Service level adherence) and identify areas for improvement in operational efficiency.
• Implement process improvements and best practices to enhance team productivity and customer satisfaction.
• Strong collaboration with other departments (e.g., Business Development Team, Bus operators/Movie Operators, product, engineering) to resolve customer issues and improve the platform.
• Stay up to date on industry trends and best practices in customer service and bus operations.

• Key Account Management (KAM):

• Build and maintain strong relationships with key bus/Movies operator partners.
• Act as the primary point of contact for assigned bus operators.
• Address customer concerns and proactively identify opportunities to improve by collaborating with Bus partners/Cinema operators.
• Work with the Business Development team and Partners to ensure seamless integration and smooth operations.
• Negotiate service level agreements (SLAs) and ensure compliance.

• Reporting and Analysis:

• Prepare regular reports on team performance, customer experience metrics, and KAM activities.
• Analyse data to identify trends and insights that can be used to improve customer service, operational efficiency, and operator relationships.
• Use data to make informed decisions about resource allocation, process improvements, and KAM strategies.

Qualifications:

• Bachelor's degree in a related field preferred.
• Proven experience in managing and leading a team.
• Sound knowledge of operations management principles and best practices.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Proficiency in using CRM software and other customer service tools.
• Experience in a Key Account Management (KAM) role is essential.
• Strong customer focus and a passion for delivering exceptional customer service.

Preferred Qualifications:

• Knowledge of Microsoft Office (Excel, PowerPoint) and Google tools.
• Familiarity with customer satisfaction metrics and measurement methodologies like Service level Adherence, Re-open rate, FCR, FRT, CSAT and Escalation rate.