Team Leader - Customer Service - Gurugram

People / Management

• To take responsibility for the day-to-day supervision of any direct reports.
• To delegate tasks as and when appropriate to team members to ensure the effective and efficient running of the department.
• To develop staff through coaching, advice, and motivational techniques to help the Call Centre and Guest Services teams to maximize customer experience from inbound calls.
• To hold regular one-to-one meetings and performance reviews with Support Advisors.
• To quickly identify and address any staffing issues with or between Team Members when appropriate, or on Page 2 refer any such circumstances to the appropriate department or manager for resolution.
• To performance manage all team members and offer feedback.
• To foster good relationships with all internal departments and cross-functional teams.
• To proactively support their manager by suggesting new ideas and questioning thinking where appropriate.
• To refer to senior team members for advice and support.
• Attend all department meetings.
• Attend all staff meetings and training sessions as and when required.
• To work with other departments on project execution.
• To deal with guests in a professional manner at all times, acting as a role model for the company values.
• To comply with Health and Safety rules and regulations and ensure that Call Centre team members do the same.
• To ensure the Call Centre is fully staffed at all times, in line with the Call Centre hours budget.
• To ensure monthly timesheets and payroll submissions are completed on time.
• To report any equipment defects, faults or breakdowns promptly to the relevant department

Skills Required

The Call Centre Team Leader is expected to have the following specialist skills, knowledge, and experience:

• Team management experience along with Coaching and communication skills
• Must be a graduate or higher
• Speak, read, and write in Hindi and English, Other languages will be added advantage - Able to write and speak confidently and politely, with writing as well as speaking skills.
• Minimum of 1-year experience as a Team Leader and overall 3 years experience within a contact center environment. Preferably Insurance Industry.
• Experience in customer services with excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual with Creative thinking
• Willing to work for 6 days a week and with 9:00 AM 6:00 PM shifts.