EXL IT service management
Location
Pune | India
Job description
Team Management:
Lead, motivate, and supervise a team of customer service representatives.
Conduct regular team meetings to communicate goals, updates, and address concerns.
Provide coaching, feedback, and ongoing training to team members to enhance performance.
Performance Monitoring and Reporting:
Monitor individual and team performance metrics, such as call quality, response time, and customer satisfaction.
Generate and analyze reports to identify trends and areas for improvement.
Implement corrective actions to address performance gaps and enhance overall team efficiency.
Customer Service Excellence:
Ensure that team members adhere to company policies and procedures while delivering excellent customer service.
Handle escalated customer issues and resolve them in a timely and satisfactory manner.
Collaborate with other departments to address systemic issues impacting customer satisfaction.
Communication and Collaboration:
Foster a positive and collaborative team culture that promotes open communication and mutual respect.
Liaise with other team leaders, supervisors, and management to ensure alignment of goals and strategies.
Act as a bridge between the team and upper management, conveying information and feedback effectively.
Job tags
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