Team Lead/AM - Customer Operations

Cheq Digital

4 - 6 years

6 - 10 Lacs

bengaluru

Posted:1 week ago| Platform:

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Skills Required

people handling customer service customer service management people management skills csat escalations sla management customer service operations operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

What you will be doing:

You will be responsible to help customers make most of the product. The customer support team is at the heart of every successful product story and you will lead the team to define and deliver a holistic customer service experience.

Lead the overall contact Centre Operations across all channels (Chat, Email, Calls, social media).
Establish and drive key Operating metrics.
Ensure End-to-End Queries of customers are resolved.
Supervising critical escalations which included social media escalations & grievances.
Collaborate with Product, Technology, and Marketing teams to resolve issues raised by customers and suggest changes to processes which would lead to enhanced customer experience.
Ensuring continuous improvements on Quality; reduction of customer escalations.
Analyze key reports including CSAT, daily productivity reports.
Regular Team Huddle, briefing & 1 on 1 for team members.
Design Process guide & Knowledge Management Portal.
Design KRAs for all employees across the organization.
Coordinate with vendors in ensuring overall organizational targets are achieved.

What youll need

Like us, you’ll be deeply committed to delivering impactful outcomes for customers.

5+ years of experience in managing the customer support teams (2 + years in people management) managing credit card operations.
Knowledge and Exposure to latest software/ technologies available in contact centre space.
Experience in team management & coaching.
Entrepreneurial approach to owning responsibilities with strong accountability to delivering outcomes.
A positive can-do attitude, open to new and unexpected challenges.
Passion for the fast-paced environment and working as a team on solving the bottlenecks.

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