Team Leader - Customer Service

Full time
Team Leader - Customer Service IN: Pune, BP Business Solutions 1 day ago Job category Business Support Experience level Intermediate Relocation available This role is eligible for relocation within country Job type Professionals Travel required No travel is expected with this role Job code RQ104930 Job Description Job Description:
Role Synopsis The role of a team leader would be to hold responsibility for a critical business team with an accountability to represent the multiple functions across the region for administration & organisational change. The teams would manage B2B customer interactions (Voice/Email/Chat) across ANZ. The role would essentially need to enable a smooth functioning of a fleet business. The candidate is responsible to ensure effective collaborator management, organisational changer , focus on performance management, consistency of operations, constantly looking for opportunities to improve customer experience & maintain strong relationships with business partners. It’s critical for the candidate to have a keen eye for detail & drive continuous improvement using actionable insights from day-to-day operations. This will be a 24/7 support role which would require a flexible schedule in terms of working hours & working days supporting the ANZ time zone. The candidate needs to play a key role in building an open & approachable culture in the business, with a constant endeavor to achieve the organizational strategic objectives. This role is accountable for maintaining connectivity with the businesses that are supported by processes delivered within the team and shares guidelines in the team and with partners. Key Accountabilities Lead the team to ensure safe and silent run for the team's processes. Ensure the activity is being carried out in a well-controlled, timely, and accurate manner and in line with the expectations of our customers. Manage deadlines and ensure that all activities that directly affect internal or external customer relationships or the outputs of the operational teams are of the highest quality. Understanding the relevant procedures and processes for the relevant businesses, as well as the internal processes Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans. Conduct half yearly and annual appraisals with direct reports. Organize monthly team meetings with direct reports. Proactively develop the skills, competencies, knowledge of Customer Service team members Develop an environment that supports continuous improvements & promotes growth mindset. Provide first level customer concern for any issues raised by the team. Develop, achieve, monitor Key Performance Indicators aligned to the Service Level Agreements Work closely with other team leaders within the business and FBT to ensure that overall operational objectives are met, ideas shared, lessons learnt. Serve as single point of accountability for any projects or change requests from the business or enabling teams and manage and assess risks and impacts to the processes as well as resourcing. Develop, maintain a sound working relationships with key collaborators, customers, external providers. Develop and control processes and procedures to the company standards. Serve as a cross functional liaison to share guidelines across the FBT and other areas of our business. Deliver quality and cost-effective accounting and control to our customers by using technology, guidelines, and identifying and implementing continuous improvement opportunities with data-driven measurement to strengthen trust and confidence in personal delivery and the overall delivery of the FBT agenda. Carry out people management responsibilities in accordance with the organization's policies and applicable laws, including planning, assigning and advising work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Provide support as vital to ensure all team members are aligned with health & safety policies and procedures Essential Experience and Job Requirements:
Overall, 8-12 years or more of experience in the Customer Service industry with exposure to People Management Experience in managing end-to-end customer operations is a must. Proven experience in coaching and leading high performing teams. Effective communicator verbally and in writing Strategic orientation and global awareness General leadership and decision-making skills Demonstrated experience leading & managing change Must demonstrate a strong understanding of customers’ needs / behaviors. Ability to build effective relationships. Cross-functional mind-set People management and development experience Strong background and knowledge with identifying/completion on continuous improvement opportunities. Travel Requirement:
Negligible travel should be expected with this role Relocation Assistance:
This role is eligible for relocation within country We are an equal opportunity employer and value diversity at our company! We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Legal Disclaimer:
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us. If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks. Our innovative Energize recognition points programme and spot awards translate exceptional performance into tangible rewards, to motivate our high performers. Pay bp offers competitive pay in line with industry standards, making us an employer of choice. Discretionary bonus We offer discretionary bonuses to reward strong company, business unit and individual performance, and recognition awards, including those related to long service to recognize commitment to the company. Retirement & savings We offer a range of discretionary retirement and savings plans to help provide you and your family with financial security. Insurance benefits To give you additional peace of mind, bp provides valuable insurance benefits in some countries. These are designed to provide financial assistance to employees and their families if employees become unwell or die in service. Equity Depending on your location and job level, there may be equity (stock and share) options you are eligible to join so you can be part of bp’s success.