EvolveMinds-A Talent Agency
Location
Bangalore | India
Job description
Overview - The Customer Support and Service team always represents the voice of the customers. They are
responsible for understanding customer requirements, meeting service metrics guidelines, and retaining them. They are saviors to all our members, who reach out to them through call, chat or email. Role As a Team leader, you will be responsible for managing the team who takes care of customer service. To be a successful Team leader, you should be proactive, patient, and able to work in a high-pressure environment. Ultimately, a top performing Team Leader is the one who is a product expert and demonstrates exceptional communication, problem solving and customer service skills. What You Will Do In This Role Mentor and develop the team & Responsible for Teams performance on operational Metrics. Effectively manage shift operations. Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, Maintaining SLA, Attrition management Etc.). Handling Escalation calls of Customers & ensure closure of complaints. Strong Rapport building skills with Team & stakeholders, manage attrition in the team. Evolve more effective work process for improving customer interactions. Constantly monitor & review performance metrics for achievement of objective. To effectively manage Contact Centre operations for constant performance achievements. Identify relevant training needs of agents & ensure effective implementation. Interface with IT/HR/ Training/Quality in order to improve the team s Performance. Create an inspiring team environment with an open communication culture. Recognize high performance and reward accomplishments & Encourage creativity and risk-taking. What You Should Have 4 years experience developing the above skills. Experience must include Customer service. Should be familiar with effective objection handling. Extremely detail oriented and ability to organize. Bachelor s Degree. Brownie Points Preferably from Matrimonial background. Skills: aht,shrinkage,csat,sla,team building,crmJob tags
Salary
