Team Leader - Inbound Customer Support

Location

Bangalore | India

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.

Eligibility Criteria

• Should have minimum 1 year experience in team Lead/Acting team leader.
• Should have experience in Outbound Collection/Recovery from Banking Collection /BPO tele collection Background
• Language Skills English, Odiya, Telugu, Tamil, Hindi & Kannada

Job tags

Salary