Team Lead / Senior Team Lead

Role & responsibilities:

• Lead and manage a team responsible for handling complaints and escalations, ensuring timely resolution and customer satisfaction.
• Oversee the performance of the team, setting goals and providing regular feedback to improve efficiency and effectiveness.
• Develop and implement strategies to handle global customer complaint and feedback maintaining high service standards.
• Ensures adherence to contractual SLAs and manages the overall workflow within the team effectively
• Analyze customer feedback and complaints to identify trends and areas for improvement in service delivery.
• Train and mentor team members, fostering a culture of continuous learning and professional development.
• Ensure adherence to company policies and procedures in handling customer complaints and feedback.
• Prepare regular reports on team performance and customer feedback to present to senior management.
• Utilize CRM tools and software to track and manage customer interactions and complaints efficiently.
• Implement innovative solutions to enhance the customer experience and reduce complaint resolution time.
• Experience in managing cross-functional teams to drive improvements in customer service processes.
• Ability to implement feedback mechanisms that capture customer insights and drive strategic change.

Preferred candidate profile:

• Education with 10th + 12th + 3 years Graduation / 3 years of Diploma from any stream.
• Overall 5 year of work experience in a with minimum of 1 + year as Team handling with relevant experience.
• Proven leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Experience in a 24x7 operational environment.
• Experience in VFS or similar processes.
• Familiarity with CRM tools and software.

Shifts timings:

24x7

Week Off:

5 days working (Rotational Off)

If interested kindly share the CV on @Akankshas6@hexaware.com