Team Leader - Email Desk

Role & responsibilities

To Manager the customer service non voice team by achieving better response TAT, driving productivity and NPS along with maintaining overall quality scores.

Team Leadership & Management

• Lead, mentor, and motivate a team of customer service representatives handling non-voice channels (email, chat, query form, etc.)
• Set clear performance expectations and ensure team members meet service level agreements (SLAs)
• Conduct regular performance reviews, provide feedback, and develop career growth opportunities for team members

Operational Excellence

• Oversee daily operations, ensuring a high level of service quality, accuracy, and efficiency.
• Monitor and optimize response times, customer satisfaction, and resolution rates.
• Develop and implement strategies to improve operational efficiency and customer service outcomes.
• Ensure compliance with company policies, industry regulations, and data protection laws.

Customer Experience Improvement

• Analyze customer feedback, conduct root cause analysis, and initiate corrective actions to continuously improve the customer experience.
• Implement customer service best practices to drive engagement and satisfaction

Reporting & Analytics

• Generate and analyze reports on key performance indicators (KPIs), such as response time, first contact resolution (FCR), and customer satisfaction scores.
• Provide insights and recommendations for process improvements based on data analysis.
• Present regular updates to senior leadership on team performance, trends, and improvement initiatives

Process Optimization

• Evaluate existing workflows and recommend process enhancements to increase team productivity and reduce response times.
• Lead process improvement initiatives and work cross-functionally with other departments (e.g., IT, training, quality assurance) to ensure smooth operations

Stakeholder Collaboration

• Collaborate with cross-functional teams such as IT, Marketing, and Sales to support customer service initiatives and ensure alignment with organizational goals.
• Act as a liaison between non-voice customer service and other departments to ensure consistency in customer service delivery

Preferred candidate profile

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