---

---

Location

Mumbai | India

---

Job description

Education Qualification Bachelor Degree

Skill Sets Required 'Manage a wide variety of task - Multi Tasking

Ability to develop a step-by-step process from targeting the problem to developing a solution
To develop highly effective team that is built upon consensus, effective training and relationships - Interpersonal Skill
Able to balance heavy workload within stipulated timelines while managing team member performance'

Primary Responsibilities 'Manage a team of email support agents and ensure they comply to company policies and procedures.

Monitor and review their emails to ensure quality results and first time solution.

Manage and monitor daily/weekly/monthly response TAT adherence.

Cascades and trains agents on products and processes
Resolves customer queries/requests/complaints in a timely and professional manner
Conduct daily shift briefs and agent 1:1 session to provide real time feedback
Hands on experience using Salesforce.
com is a bonus
Willing and able to work in a fast-paced environment'

Preferred Experience Previous experience as Email Supervisor/TL role (preferably NBFC/Bank email process)

Relevant Experience Minimum of 1 year of email customer service TL experience and queue management.

Location Thane - Maharashtra
Grade M2
Role Customer Service TL - Email
Process Customer Service - Email

---

Job tags

---

---

Salary