Team Lead - Customer Support

Role As a Team leader, you will be responsible for managing the team who does post-sales experience and membership renewal of our personalized customers. To be a successful Team leader, you should be proactive, patient, and able to work in a high-pressure environment. Ultimately, a top performing Team Leader is the one who is a product expert and demonstrates exceptional communication, problem solving and customer service skills.

• Manage post-sales experience and service of premium members
• Mentor and develop the team.
• Effectively manage shift operations.
• Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, maintaining SLA, Attrition management).
• Handling Escalation calls of Customers.
• Track Customer Satisfaction & ensure closure of complaints.
• Strong Rapport building skills with Team & stakeholders, manage attrition in the team.
• Evolve more effective work process for improving customer interactions.
• Constantly monitor & review performance metrics for achievement of objective.
• To effectively manage Contact Centre operations for constant performance achievements.
• Identify relevant training needs of agents & ensure effective implementation.
• Interface with IT/HR/ Training/Quality in order to improve the teams Performance.

What you should have

• 4 years experience developing the above skills.
• Experience must include tele-marketing job.
• Should be familiar with effective objection handling.
• Extremely detail oriented and ability to organize.
• Bachelors Degree.

Job Types: Full-time, Permanent

Pay: ₹10,633.04 - ₹40,000.00 per month

Work Location: In person

Speak with the employer
+91 9319454343