Job Description

Experience in Team Leader -voice process (Inbound- Customer Support) or at least one year. Lead, motivate, counsel, develop and coach CREs to meet departmental KPIs and project SLAs Effective liaison with various departments within the organization to gain support and resolve CRE and customer issues. Enforce adherence to security and data protection within organization. Facilitate and implement process improvement ideas to improve efficiency. Proactively identify problems and presenting solution Maintain good rapport with the team and ensure people bonding. Proper handholding of new CREs to ensure retention Listen to CRE calls, share coach team and feedback on performance. Handle customer escalations Ensure that employees adhere to roster shift thus resulting in low shrinkage Ensure CREs complete their net Login hours and other KPIs. Able to highlight issues in process to supervisors for closure of the same like Systems down time, connectivity of data and other support failure. Manage, Lead motivate the CREs to ensure their commitment and engagement. Ensure daily briefings on product processes to keep his team abreast on new updates and product/process knowledge. Ensure adherence to committed quality, accuracy turnaround of the processes Industry and domain knowledge Customer centricity Basic MS Excel, Word and Outlook Written and spoken communication Required as a part of day to day work to identify and analyze trends to ensure that potential issues are identified early and solutions provided. Able to take quick and rational decision with knowledge of likely impact for basic issues.