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Infosys BPM Limited logo

Team Lead - Customer Service Representative

3 - 7 years

0 Lacs

karnataka

Posted:1 week ago| Platform: Shine logo

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Skills Required

people management performance reviews cross selling upselling resource planning career planning performance management sla kra kpi csat training key performance indicators messaging web chat service levels quality productivity customer support team leading appraisal discussions managing a team sales campaigning work force management client escalations monitoring manage shrinkages

Work Mode

On-site

Job Type

Full Time

Job Description

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.,

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