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Team leader

Team leader

Lenskart.com

3 - 7 years

0 Lacs

delhi

Posted:4 days ago| Platform: Shine logo

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Skills Required

team management leadership customer service issue resolution performance monitoring reporting process improvement compliance communication analytical skills problemsolving crm tools

Work Mode

On-site

Job Type

Full Time

Job Description

As a team manager, you will be responsible for leading, mentoring, and motivating a team of customer support representatives. Conducting regular team meetings to align on goals and performance expectations will be crucial. Providing ongoing coaching, training, and feedback to enhance team productivity is essential for success. Ensuring timely and effective resolution of customer inquiries and complaints is a key aspect of this role. Monitoring customer interactions to maintain high service quality and escalating complex issues to the appropriate department for resolution will be part of your responsibilities. Tracking key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction is vital. Analyzing team performance, implementing improvement strategies, preparing reports, and providing insights to senior management are important tasks in this position. Identifying gaps in current customer support processes, suggesting improvements, and ensuring adherence to company policies, procedures, and service level agreements (SLAs) will be expected. Maintaining accurate records of customer interactions and feedback is also crucial. Key skills and competencies required for this role include strong leadership and team management skills, excellent communication and problem-solving abilities, the ability to handle escalations and manage difficult situations professionally, an analytical mindset with the ability to interpret performance data, and proficiency in customer service software and CRM tools.,

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Team leader