About The Position
We (Kohler India Technical Center) are a captive global center providing technical and nontechnical support for all the businesses and product lines for Kohler India (Kitchen and Bath).As a Team Leader for Customer Service at Kohler, you will lead and support a team of customer service reps. Your role includes providing coaching and support to associates, ensuring they have strong product and process knowledge. You will monitor real-time metrics (RTM), audit customer interactions, and help resolve complex issues. Your focus will be on enhancing customer satisfaction, maintaining a positive brand reputation, and driving continuous improvement within your team.
Role And Responsibility
- Developing Evaluation Programs:
- Use your call center experience to design and improve evaluation programs that measure key performance areas.
- Focus on performance metrics that are important for the call center's needs, whether handling inbound or outbound calls.
- Create programs to identify issues, suggest solutions, and offer insights to improve performance.
- Collaborate with operations leaders to document and share evaluation forms and processes.
- Keeping Track of Industry Trends:
- Monitor industry trends and competitor activities to provide relevant information to operations leaders.
- Capture and verify voice of customer data related to competitors and assist in positioning Kohler's products effectively.
- Call Monitoring:
- Conduct call monitoring to gather insights for improving agent performance.
- Use evaluation forms to document findings and hold calibration sessions to ensure consistency in quality standards.
- Continuously update evaluation forms to reflect improvements in the quality assurance process.
- Managing Escalations:
- Handle escalations reported via tollfree numbers, email, and ORM.
- Take customer escalation calls and collaborate with service managers to resolve issues.
- Tracking & Publishing Dashboards (KPIs):
- Monitor and report on contact center KPIs.
- Publish performance metrics weekly, fortnightly, and monthly (Scorecard) for agents.
Qualifications
- Bachelor's degree mandatory Master's degree preferred.
- 5+ years of experience in customer service or related field, with at least 1 year of work experience as team leader.
- Achieve and maintain high levels of customer satisfaction.
- Familiarity with Salesforce Service CRM is beneficial.
- Effective team player with strong communication and interpersonal skills.
- Strong organizational and time-management skills.
This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned by the supervisor.
Working Conditions
This is a full-time role based in our customer service Pune office. The includes evenings and weekends working to meet customer demands, as we operate 24/7. You'll work five days a week with rotating shifts and weekly offs. Occasional travel for business may also be required.
Organizational Relationships
- Reports to Manager Customer Care, ITC
- Regular interactions with business stakeholders from different Kohler business verticals at ITC
- Frequent interaction with internal stakeholders including senior leadership team.
